Mombasa: Kenyan-based Pawa IT Solutions has showcased an AI-powered customer support system that seeks to provide businesses with quick access to information and effective responses to their clients' queries. The company aims to tap into the rapid growth of technology and revolutionize customer support by leveraging Google Cloud AI to help enterprises tackle key challenges such as long wait times, inconsistent responses, and inefficient manual processes.
According to Kenya News Agency, speaking during the showcase, Chief Executive Officer (CEO) of Pawa IT Solutions, Oscar Limoke, stated that with the agent space AI, anyone could connect to different data sources they have and perform actions based on the data. Limoke highlighted that the Vertex Search Integration allows businesses to integrate Google's AI search capabilities into their data and enable highly contextual results.
He added that as customer demand increases, volumes are also rising, creating an opportunity to explore ways to provide customer agents with quick access to information. Limoke noted that with a limited budget, it's always important to know how to allocate resources effectively.
Limoke emphasized that the demand for in-person human communication remains strong. He stated that Pawa IT Solutions incorporates the ability to correct typographical errors and convert text into natural human conversation. '75 percent of customer engagements involve customers who want to speak to a human first, and at the same time, there's a need to balance this with the fact that 90 percent of other customers prefer to be engaged by a human being at the first point of contact,' he said.
Limoke highlighted that AI is a way to bridge the lack of consumer engagement that could lead to loss of business. He mentioned that they are working on a new project focused on language processing, which involves analyzing call data through speech-to-text technology. This initiative is set to be piloted and tested in Kenya for business applications.
Limoke declared, 'We are very proud to be Kenyan-African doing great innovations in Africa.' He further stated that their business is not only operating in Kenya but also has a presence across other African nations as they aim for a global presence.