(Nairobi) – Huawei, the Chinese multinational technology company, has partnered with Kupa Kenya, an insurance firm, to introduce an advanced Artificial Intelligence Customer Care (AICC) solution aimed at transforming the company’s customer service operations.
The announcement was made during a press conference on Tuesday, where Kupa Kenya’s CEO, John Onyango Otolo, shared the company’s excitement about the new partnership.
According to Otolo, this collaboration with Huawei is expected to significantly enhance the customer experience for Kupa Kenya’s clients by improving both efficiency and cost-effectiveness. The AI-driven solution is designed to optimize operations by reducing the need for manual labor while enabling the company to handle more customer interactions.
“The partnership with Huawei will improve our cost efficiency by allowing us to serve more clients with fewer resources,” Otolo said. He explained that the implementation of the technology would occur in phases and would be customized to cater to local languages, ensuring it is accessible to a wider segment of the population.
Lin Xiaonan, Huawei Kenya’s Director of Delivery and Service, also addressed the media, explaining that the AICC solution, which will be hosted on Huawei’s cloud platform, is already operational in China. He highlighted that this solution would allow Kupa Kenya to expand its call center operations, thus enhancing the company’s capacity to serve more clients efficiently.
Huawei’s AI-powered customer care system has already been implemented in various markets, and now, with its introduction in Kenya, the company aims to help local businesses use AI to streamline their customer service processes. The deployment of such technology is part of a growing trend where AI is being leveraged to improve customer interaction management, reducing response times and increasing satisfaction.