Kupa Kenya, a local insurance provider has entered into a partnership with Chinese technology giant, Huawei to implement an artificial intelligence customer care (AICC) solution, that aims to enhance customer service capabilities in the insurance sector.
The AICC solution system is designed to streamline customer interactions, enhance service efficiency, and offer real-time assistance, ensuring a seamless and satisfying experience for all users. With the system already operational in China and a success, it is to be rolled out in Kenya from January 2025 with full implementation expected by July 2025.
According to John Onyango Otolo, CEO of Kupa Kenya, the collaboration will enable the company to significantly improve the customer experience. “The partnership with Huawei will improve our cost efficiency by enabling us to serve more clients using less labor,” said Otolo.
In accordance to Lin Xiaonan, director of delivery and service at Huawei Kenya, with the AICC solution hosted on the Huawei cloud, it will enable Kupa Kenya to expand its call center operations and therefore serve more clients efficiently.
This expansion is expected to result in more efficient service delivery to a growing number of clients.
“The AICC product has already proven its effectiveness in China. It will enable more Kenyan firms to harness the power of AI in optimizing their services,” Lin Xiaonan said.
The implementation of this technology is expected to occur in phases and will be tailored to support local languages, thereby expanding its reach to a broader customer base.
This partnership continues to showcase the potential for international technological collaborations to drive innovation and improve service delivery in emerging markets.
The continued development of this AI-powered approach will be fascinating to watch, as it transforms customer service in the insurance industry and potentially sets a precedent for other sectors to follow.
