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Trusted, conversational AI will drive productivity & decision-making – here’s how

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By Zuko Mdwaba, Salesforce Area VP / Africa Executive

Businesses are embracing AI and increasing productivity across every industry, with 45% of executive leaders reporting increased investments in AI. Early enterprise adopters are already seeing the benefits, and freeing up more than 30% of time from every employee so they can be more strategic and creative.

Moving forward, every company will undergo an AI transformation to increase productivity and drive efficiency. As the technology continues to advance, it is becoming easier than ever to apply its insights and tailored content to everyday business decisions. By infusing trusted AI across every job, business, and industry, together we can unlock a more productive, innovative business economy.

Nowhere is the potential for transformation more clear than with conversational AI – assisting users within their flow of work, enabling them to ask questions in natural language, and receive relevant and trustworthy answers that are grounded in secure company data.

The capability to offer options for additional actions beyond the user’s query – such as a recommended action plan after a sales call, or creating a new service knowledge article – is fundamentally reshaping how people build and interact with business applications to achieve higher performance and job satisfaction.

At Dreamforce recently, Salesforce introduced the next generation of Einstein, its AI technology, bringing conversational AI to any workflow, user, department and industry. This includes Einstein Copilot – a trusted out-of-the-box conversational AI assistant, built into the user experience of every Salesforce application.

The great advantage of this technology is that it can be customised and built to the unique specifications of any business, allowing employees to easily integrate it into their day-to-day work.

For marketers, for example, it means benefiting from automatically generated email copy for campaigns, creating smarter campaign segmentation, and creating website landing pages based on personalised consumer browsing and buying preferences.

In commerce, it means taking care of complex and time-consuming tasks like managing multi-product catalogue data, creating product descriptions in multiple languages, personalising product promotions, and generating search engine optimisation (SEO) metadata that drive conversions. Embedding AI assistants into websites will enhance customer interactions by powering real-time chat, or integrating with messaging platforms like WhatsApp, or SMS.

In healthcare, an administrator can automatically reduce patient scheduling no-shows and generate appointment summaries. In financial services, an advisor can analyse client spending and savings history to offer personalised coaching and create tailored plans and goals.

The need for secure AI architecture

Any business’ AI strategy is only as good as its data strategy. Yet today’s customer data has never been more fragmented.

On average, organisations are using 1,061 different applications, yet only 29% of them are currently integrated.

What companies really want is one connected platform or one that will connect all of their data. In this era of AI, organisations need a customer data platform that acts as a single source of truth enabling them to drive business resilience, meaningful customer engagement, and future growth.

With a secure AI architecture, teams can benefit from generative AI without compromising their customer data, while at the same time letting companies use their trusted data to improve generative AI responses.

It’s crucial that AI recommendations are reliable, and that users are enabled to train models on their own data and validate these responses. Every effort to mitigate harmful outputs by conducting bias, explainability, and robustness assessments should always be a priority in AI.

By combining an integrated customer data platform with a conversational AI platform that draws on secure, trusted data, business leaders and their employees can be confident in making better, data-driven decisions.

The era of generative AI is just getting started, but the full potential of this technology’s benefits is yet to be realised. There is so much promise and opportunity for businesses to gain real value and growth, ultimately giving employees and customers a better experience.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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Glo 1 Reaches 8-year Milestone of Continuous Connectivity

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Glo 1, the international submarine cable wholly owned and operated by digital and telecom services company, Globacom, has marked eight years of uninterrupted connectivity, from 2016 to date.

Throughout this period, it has maintained an excellent record  in the provision of internet access for both customers in Nigeria and across Africa. It lived up to expectations in March, this year during the widespread internet disruptions as result of cuts to other submarine cables in Nigeria and West Africa.

Glo 1 was functioning all through, providing normal operations to financial institutions, internet service providers, and data consumers.

The resilience of the facility has been attributed to its robust construction and durability by industry experts.

To further enhance its capabilities, Globacom has upgraded the Glo 1 submarine fiber cable infrastructure, optimizing its utilization and service delivery, leading to provision of direct, low-latency connectivity to London and ensuring ultra-fast and reliable internet access.

The upgrade further complements Globacom’s continuous network expansions and upgrades, targeted at ensuring customers’ unique calling and browsing experiences.

Reiterating the capacity of Glo 1 to provide tailored solutions to meet the diverse needs of various clients across different sectors of the economy, including oil and gas, manufacturers, government institutions, educational establishments, and medical facilities, Globacom explained that the cable supports key applications such as teleconferencing, distance learning, disaster recovery, and telemedicine, benefitting communities across Africa.

Globacom has sole ownership of the entire Glo 1 infrastructure, spanning access systems, national fiber-optic backbone, international gateways, international cable networks, and data center services. The comprehensive ownership enables Globacom to offer Glo 1 clients a unique advantage through last-mile and domestic long-haul services, as well as wide presence and fiber-optic networks.


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Airtel Africa’s Revenue Drops 16%, Records $7M Net Profit in Q1 of 2025

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Airtel Africa has reported a consolidated net profit of $ 7 million for the first quarter of its 2025 financial year ending June 2024 against a $ 170 million loss in the year-ago period.

Its net profit was primarily impacted by the $ 80 million of exceptional derivative and foreign exchange losses (net of tax) and lower Ebitda due to significant currency devaluation across key markets, Airtel Africa said.

It had reported a loss of $ 91 million for the fourth quarter ended March 2024 on account of tax impact and forex loss.

“Strong fundamentals and focussed execution continue to support operating performance despite challenging macro-economic environment,” the company, which operates in 14 African countries, said.

The company’s consolidated revenue fell 16 per cent in Q1 FY25 to $ 1,156 million from $ 1,377 million a year ago.

The decline in revenue reflects the impact of currency devaluation, particularly in Nigeria, the company said.

“We have initiated a comprehensive cost optimisation programme across the Group. We have already seen success in this project, with savings arising in network and distribution costs, and continued opportunities as contract renegotiations continue. We expect sustainable savings to continue as the year progresses,” said Airtel Africa CEO Sunil Taldar.

Airtel Africa has fully repaid the outstanding debt due at the HoldCo during Q1, he said, adding that the company is trying to further reduce foreign currency exposure to limit the impact of currency devaluation on the business.

“The growth opportunity across our markets remains compelling, and we continue to focus on margin improvement as indicated in our FY24 results,” Taldar said.

The company’s Ebitda margins tanked to 45.3 per cent from 49.5 per cent in the year-ago period.

“Reported currency trends were clearly impacted by the FX headwinds across some of our markets, particularly in Nigeria and Malawi. This contributed to a reported Group revenue and Ebitda decline of 16.1 per cent and 23.3 per cent, respectively, in Q125,” the company said.

Its total customer base grew by 8.6 per cent to 155.4 million.

“Data customer penetration continues to rise, driving a 13.4 per cent increase in data customers to 64.4 million. Data usage per customer increased by 25.1 per cent to 6.2 GBs, with smartphone penetration increasing 4.7 per cent to reach 41.7 per cent,” the company said.


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ITU Ranks Nigeria High in Digital Transformation Readiness

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A new report of the International Telecommunications Union (ITU) has ranked Nigeria very high at 71 per cent, in comparative legal, policy and governance frameworks towards G5 – advanced state of readiness for digital transformation known as G5 with Germany, Finland and Singapore leading the global chart.

In the report conducted by the ITU, the United Kingdom’s Foreign, Commonwealth & Development Office (FCDO) and the Nigerian Communications Commission (NCC), and unveiled by Nigeria’s Minister of Communications, Innovation and Digital Economy, Dr. Bosun Tijani in Abuja on Monday, Nigeria was ranked among Africa’s top seven BEMECS 5G Readiness Index, which represents the country’s readiness to deploy and adopt mass-market 5G networks.

Titled, Collaborative Regulation: Accelerating Nigeria’s Digital Transformation, and presented at the Digital Economy Complex, Mbora, Abuja by ITU’s Kagwira Nkonge, the report, among other things, presented a case study for ‘collaborative regulation review to assess and support Nigeria’s transition towards collaborative digital governance, evidence-based policy making and agile regulation in the digital economy”.

The report, which was presented to a cross section of key industry stakeholders including service providers, government agencies, representatives of multilateral institutions, West Africa Telecommunications Regulators Assembly (WATRA), Africa Telecommunications Union (ATU), among others, was also designed to complement existing cross-country benchmarks in which features of countries policy and regulatory environment are assessed.

The features of countries policy and regulatory environment are assessed according to the pillars of the Generations of Regulation frameworks which tracks telecom regulatory maturity towards digital transformation readiness, designated at G5 Advanced State of Readiness”, and for which Nigeria currently stands at G4.

Advanced State of Readiness is benchmarked against four critical levels of accomplishments which include national collaborative governance, policy design principles, digital development toolbox, digital economic policy agenda, with Nigeria scoring 91 per cent in regulatory capacity; 82 per cent in Market Rules; 81 per cent.

For further inquiries: Director Public Affairs Department, Nigerian Communications Commission Plot 423 Aguiyi-Ironsi Street, Maitama, Abuja email: [email protected] Tel: +234-90204617325, +234-8051110337 in Collaborative Governance; 76 per cent in Legal Instruments for ICT/Telecom markets; 69 per cent in National Digital Agenda Policy, among other benchmarks.

Dr. Tijani, in his remarks at the event, commended the ITU and partner agencies and consultants that actualised the report; and expressed Federal Government’s commitment “to utilise this report as a navigational aid towards attainment of our regulatory objectives and policies outlines towards achieving a robust digital
economy”.

“That is what we will continue to do as a government, ensuring that we can put ourselves in a place to have cutting-edge modern regulations in place to ensure that business is done properly in our sector and to ensure that, where possible, increase the local content of the sector as well,” he said.

Dr. Tijani noted that NCC has adapted over the years in response to how its role and mandate have changed. He explained, “Fifteen, twenty years ago, NCC was just regulating the telecommunications sector, today, NCC regulates the foundation for which any economy would be prosperous.”

The Executive Vice Chairman of the Nigerian Communications Commission, Dr. Aminu Maida, who hosted the presentation, welcomed the indicators that promote effective regulation, attraction of greater investment, and development of innovative models for broader digital inclusion.

He emphasised that collaborative regulation would support Nigeria’s transition towards effective digital governance, evidence-based policy making and agile regulation in the nation’s digital economy.


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