MTN Nigeria has launched 13 artificial intelligence-driven bots to facilitate its SIM registration process, thereby replacing the functions that were once carried out by approximately 200 SIM registration agents, according to the company.
Charles Molapisi, the Chief Technology and Information Officer at MTN Group, informed investors during the company’s Capital Market Day that Nigeria ranks among the most advanced markets in MTN’s AI initiative.
The organization stated that this technology is part of a larger strategy to incorporate AI throughout its operations to enhance efficiency and improve customer experience.
MTN also mentioned that the deployment in Nigeria is set to expand to other African countries, including Ghana, Cameroon, Côte d’Ivoire, Zambia, and Eswatini. The telecommunications company further indicated that AI and associated automation tools are being utilized across the industry for various functions such as network optimization, fraud detection, predictive maintenance, customer support, and business intelligence.
Statements from the company emphasized advantages such as quicker processing times, diminished human error, and reduced operational costs.
However, analysts and industry experts warned that the rise in automation could impact employment, urging businesses and governments to invest in reskilling and workforce transition programs to assist affected employees in adapting to digital roles.
This initiative mirrors a broader trend in the telecommunications sector towards leveraging machine learning and automation to optimize previously manual processes as companies strive to improve service quality and maintain competitiveness.
MTN Nigeria Introduces 13 AI Bots to Automate SIM Registration
