Safaricom'e Zuti chatbot

In an era dominated by technological advancements, businesses are constantly seeking innovative ways to stay ahead of the curve. One such disruptive technology that has been gaining momentum in recent years is Generative Artificial Intelligence (Generative AI).

Generative AI, a component of artificial intelligence, is designed to generate new content, ideas, or even entire pieces of work. Unlike traditional AI which relies on predefined rules and patterns, generative models such as OpenAI’s GPT-3, are capable of understanding and generating human-like text based on the input they receive.

Business owners are increasingly recognizing the potential of generative AI to streamline processes, enhance creativity, and drive innovation; from content creation and customer service to product development and marketing, the applications of generative AI are vast.

Below are some of the ways businesses are utilizing Generative AI.

Content Creation

Content is king in the digital age, and generative AI is emerging as a powerful ally for businesses seeking to create high-quality, engaging content efficiently. Blog posts, social media updates, marketing copy, and even video scripts can be generated with remarkable speed and accuracy. This has helped ensure a consistent and professional brand voice across various platforms.

Local companies and Marketing agencies are already leveraging generative AI to automate the creation of compelling ad copies tailored to specific target audiences. This not only expedites the content creation process but also enables businesses to experiment with multiple messaging strategies to identify what resonates best with their audience. Safaricom recently installed a billboard whose copy was AI-generated.

Enhancing Customer support
Customer service is a critical aspect of any business, and generative AI is transforming the way businesses handle customer interactions. There has been increased use of Chatbots powered by generative models to provide instant and personalized responses to customer queries, addressing common issues and inquiries with efficiency and accuracy.

Kenyan companies are already leveraging this technology, which according to Mr Evans Kathyoli, CEO of Binary, serves diverse purposes such as simplifying customer support, automating tasks, streamlining interactions, and enhancing user experiences.

“Intelligent chatbots can handle routine queries with speed and accuracy, providing a seamless experience for our customers. This not only enhances customer satisfaction but also allows our team to focus on more complex issues,”  he says.

Financial services, according to Mr Katholi, also benefit significantly from chatbot technology. Local Banks and financial institutions are utilizing chatbots to offer personalized assistance, help users check account balances, and provide transaction details.

“Zuri, Safaricom’s virtual assistant, is a prime example, offering various users insights. Kaycee, KCB Banks virtual assistant has also been trialled. In the broader technology landscape, virtual assistants like Siri, Google Assistant, and Alexa leverage chatbot capabilities to understand user queries and execute commands. These virtual assistants utilize natural language processing and machine learning algorithms to continually improve their ability to comprehend and respond to user needs“.

By incorporating generative AI into customer support processes, businesses can significantly reduce response times, enhance user experience, and provide 24/7 support without the need for a large team. This not only improves customer satisfaction but also allows business owners to focus on more complex and strategic aspects of their operations.

Product Development
Innovation lies at the heart of successful businesses, and generative AI is proving to be a catalyst for creativity in product development. By leveraging generative models, entrepreneurs can explore a multitude of design ideas, create prototypes, and even simulate user experiences before investing heavily in production.

For instance, tech companies can use generative AI to generate design concepts for new products based on market trends and customer preferences. This not only expedites the product development cycle but also increases the likelihood of launching products that resonate with the target audience.