Nigerian startup eBanqo is utilizing AI to help businesses automate buyer engagements, leading to quicker decision of buyer points and diminished wait instances.
eBanqo was shaped in 2019, and launched its product in July 2020. That product permits businesses to mix all their engagement channels, together with internet, cell, Google Business, Facebook, Twitter, WhatsApp, and Instagram, on one omni-channel platform.
“When customers come on these channels, they get immediate solutions to questions, resolve points themselves, carry out transactions, or chat with a assist or gross sales consultant if vital. The platform allows a easy transition between AI bots and human brokers, who can concurrently engage with a number of customers from completely different channels on one display screen,” founder and CEO Charles Ifedi informed Disrupt Africa.
Businesses of all sizes, particularly B2C businesses, require reasonably priced instruments that may facilitate immediate and passable buyer engagement.
“When customers encounter points with corporations, they face challenges in accessing well timed decision. Companies require that their customers work together with them via engagement channels like telephone calls and e mail, that are sluggish and inconvenient, and don’t present the immediacy that customers have come to anticipate,” Ifedi mentioned.
eBanqo gives that immediacy, and in doing so is competing in opposition to CRM suppliers and chatbot builders. But not like CRM suppliers that require their shoppers to use their CRM, eBanqo comes pre-integrated to a number of CRMs, and may combine to any CRM that shoppers use.
“Most chatbot builders both present DIY chatbots or particular channels, whereas eBanqo works with corporations to obtain “deep” and customised chatbot automations for up to 80 per cent of their customer-facing processes on all their channels,” Ifedi mentioned.
eBanqo was initially self-funded, however has since raised funds from pals, household and VCs. Uptake has been spectacular. The startup’s platform is utilized by a number of businesses in banking, fintech, insurance coverage, and different B2C sectors. Over 100,000 customers chat with these businesses month-to-month on their channels, or the eBanqo chat app or web site.
An on-line SaaS platform that can be utilized by any enterprise globally, eBanqo is presently targeted on English-speaking Africa, however has aspirations to develop to the UK, US, Canada and the Caribbean.
“Our shoppers are charged a month-to-month subscription price based mostly on the variety of their customers that use the answer and the variety of channels they license. For instance, a consumer that leverages one channel and 600 month-to-month chat-customers pays lower than a consumer that has 20,000 month-to-month chat-customers on 4 channels,” mentioned Ifedi.
What has modified within the AI area since eBanqo launched?
“We have been within the AI area for greater than two years and we felt that we had been doing good work, after which ChatGPT launched. It confirmed a glimpse of what’s potential in AI and that we had been simply scratching the floor. We’ve now added Generative AI capabilities to our platform and proceed to discover methods to make our product even better,” mentioned Ifedi.
https://disrupt-africa.com/2023/08/25/how-nigerias-ebanqo-uses-ai-to-help-businesses-better-engage-with-customers/
