The AI integration brings AI to the forefront of Bboxx’s operations, analysing and summarising customer data, transaction history, and product interactions to generate real-time summaries of customer data, accelerating and simplifying customer service processes. This boost in productivity allows Bboxx staff to respond to customer queries 2.5 minutes faster on average, contributing to improved satisfaction across the board, while simultaneously saving approximately 5,000 customer service hours each month, significantly improving operational efficiency.

As one of the first African businesses to work with the AWS' Generative AI Innovation Center and implement GenAI into its operations, this AI integration is the latest enhancement to the Bboxx Pulse Insights suite, which already includes credit scoring and behavioural analytics tools developed from over 900,000 customer records. These tools have improved both collection rates and customer engagement, with credit score integration leading to a 15% improvement in collections.

Anthony Osijo, CEO of Bboxx, said: "Bboxx has always been at the forefront of deploying cutting-edge technology to improve the lives of our customers and to streamline our internal operations. Through this collaboration with AWS’s Generative AI Innovation Centre, we’re enabling our teams to serve our customers better, faster, and more efficiently, ultimately benefitting both our employees and our business as a whole.”

Bboxx has collaborated with AWS over the past few months to rigorously test and refine the AI to ensure it delivers high-quality, secure, and reliable results. A case study documenting this agreement has been developed with AWS to further highlight the benefits of this initiative.

Sri Elaprolu, Director of AWS Generative AI Innovation Center, said: "We are excited to see AWS's Generative AI Services being deployed across Bboxx's Pulse platform in 10 new geographies. The integration demonstrates how GenAI solutions can enhance operational efficiency and elevate customer experiences. By collaborating with Bboxx, we're proud to support their mission of transforming lives through clean energy and digital products. Enabling AI-driven innovations drive business growth, and create a positive social impact across Africa."

The addition of AI marks the first of many planned innovations aimed at further optimising customer service and operational efficiency. This forms part of Bboxx’s broader strategy to leverage advanced data analytics for long-term growth and reinforces Bboxx’s position as a leader in the application of data-driven solutions in Africa. In particular, Bboxx is working on enabling the use of AI in other areas of its business, including creating highly personalised daily planning tools for its 2000+ field staff and agents to further streamline business operations.

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