MTN Zambia has introduced ‘Call Natasha’, an AI-powered customer service assistant designed to cut wait times and enhance efficiency. This marks a significant step in Africa’s growing embrace of artificial intelligence, demonstrating how AI can improve accessibility and streamline business operations.
With countries like Nigeria, Kenya, and South Africa already integrating AI into fintech, healthcare, and customer service, Zambia is now positioning itself as a key player in digital transformation. The launch of ‘Call Natasha’ highlights the increasing role of AI-driven communication tools in improving customer interactions.
Powered by EVA – The AI Behind the Service
At the core of ‘Call Natasha’ is EVA, an advanced conversational AI platform that adapts to user behaviour to provide personalised and accurate responses. EVA has already been deployed in various industries worldwide, offering businesses a seamless way to automate customer support.
The AI model continuously learns from interactions, refining its accuracy over time. This enables ‘Call Natasha’ to manage multiple customer inquiries simultaneously, reducing response times and making AI-driven customer service a viable alternative to traditional call centres.
Zambia’s AI Push and the Future of Digital Transformation
The Zambian government has been actively encouraging digital innovation, recognising AI’s potential to drive economic growth. Solutions like ‘Call Natasha’ align with the country’s push for technological adoption in telecommunications, banking, and customer service.
Zambia’s AI adoption reflects a broader trend across Africa, where nations are increasingly turning to AI-powered tools to improve efficiency. In Nigeria, the government recently launched ‘Service-wise GPT’, an AI-driven assistant designed to enhance policymaking and administrative workflows.
As AI integration expands across the continent, MTN Zambia’s ‘Call Natasha’ could set the stage for even more advanced applications, from automating business operations to enhancing access to essential services.
