Optimus AI Labs, Pinpointed as one of Nigerian top technology companies is advancing its push into enterprise artificial intelligence, making announcements of intelligent support systems designed to enhance customer service and operational efficiency in the country’s financial services sector.
The firm, formerly identified as Pacer Labs, rebranded in 2023 to reflect its renewed focus on AI-driven solutions capable of addressing critical business challenges. The co-founder and Chief Executive Officer, Lanre Basamta, speaking to journalists in Lagos, said Optimus AI Labs has spent the past two years developing tools specifically tailored for banks, fintech firms, microfinance institutions and other financial service providers.
”Currently, customers face challenges when trying to contact their banks during issues. Some individuals wait between 40 to 50 minutes to connect with an agent,” Basamta stated. “Institutions like Access Bank and OPay cater to tens of millions of users; no amount of human agents can manage that level of demand.
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“At the core of Optimus AI Labs’ enterprise solutions is OMNIS, an AI-driven customer engagement platform that utilizes natural language processing to address inquiries, resolve problems in real-time, and escalate complaints when needed. The system also evaluates customer behavior to suggest pertinent financial products, effectively functioning as a “digital salesperson” that can boost revenue while improving the user experience.
Furthermore, the company has created eeV, an AI-based support system aimed at enhancing operational efficiency, minimizing wait times, and ensuring compliance with regulations. With the recent guidelines from the Central Bank of Nigeria requiring financial institutions to address fraud-related cases within 14 days, Basamta mentioned that the system enables organizations to promptly engage affected customers, offer detailed resolution paths, and escalate complicated issues to human agents, thereby reducing delays that often lead to user frustration.
Although Optimus AI Labs initially targeted small businesses like schools, the company recognized the financial sector as a more significant opportunity to implement AI on a larger scale. “The financial sector offers the greatest potential for AI to create value,” Basamta remarked, emphasizing that regulatory issues, particularly concerning fraud resolution, were taken into account during the system’s development.
