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MTN’s new chatbot ‘Zigi’ to enhance customers’ digital interactions

By Juliet Umeh

Provider of telecommunications service,
MTN Nigeria has said it is set to launch an online assistant chatbot ‘Zigi,’ to enhance customers’ digital interactions with the brand.
It said the chatbot will provide speedy and secure marketing, sales and technical support.

According to MTN, customers will be able to interact with the chatbot on multiple channels including WhatsApp, Facebook Messenger, Telegram, the official MTN website and myMTN App.
It said: “It will provide a wide range of services including account balance checks, airtime, data purchases and answers to frequently asked questions.

“The chatbot will also have the ability to transfer customers to a live agent. These channels and varying features will be rolled out in phases as ‘Zigi’ continues to evolve to offer comprehensive support and services to all customers interested in interacting with MTN through ‘Zigi’,”MTN explained.

Commenting on the development, Chief Customer Relations Officer, MTN Nigeria, Ugonwa Nwoye, said: “Zigi offers personalised, intuitive and prompt service to our customers. Her introduction will not take away the customer’s access to live agents but will serve as the first point of contact for customers who choose to interact with Zigi.’
“We believe that ‘Zigi’ will ensure increased convenience which translates to better experiences for our customers, which is at the core of our purpose as a business,” Nwoye said.

Also commenting, the Chief Digital Officer, MTN, Srinivas Rao, said the launch of ‘Zigi’ aligns with MTN’s digital transformation objectives.
He said: “We now live in a fast-paced digital age with new technological advancements driving the constantly changing landscape. This is why at MTN, we are determined to lead digital transformation which will provide easy-to-use connectivity solutions; improve customer experience and maintain the highest quality of service for everyone in our ecosystem,” Rao added.

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