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CAC to Enhance Customer Service through AI

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By Mercy Kelani

Forming partnerships for the Commission will aid AI’s effective implementation.

The Corporate Affairs Commission (CAC) is exploring methods to enhance customer service by utilizing advanced computing technologies such as high-powered computing (HPC), artificial intelligence (AI), and other resources provided by the National Agency for Science and Engineering Infrastructure (NASENI) in order to enhance the quality of its services. On May 14, 2024, in Abuja, Hussaini Magaji, the Registrar-General of the CAC, made the statement during his visit to Khalil Halilu, the Executive Vice Chairman (EVC) of NASENI.

Ever since Magaji took over in October 2023, he mentioned that there has been a notable improvement in the CAC Registration Portal’s ability to handle operations. He stressed the crucial need for the commission to seek out advanced technological solutions from suitable partners in order to ensure the long-term support and stability of its system. Magaji emphasized the importance of forming partnerships in order for the Commission for effective implementation of artificial intelligence (AI) technology.

NASENI has an important role to play in advancing CAC to a higher level.

Partnerships will also streamline the company’s registration process to meet international standards. He thinks NASENI has an important role to play in advancing CAC to a higher level through their development of various technology solutions, such as solar power. In response, the Naseni EVC mentioned that the organization was currently developing an energy solution to power the entire Naseni premises and enhance the facilities, with the possibility of expanding it to the CAC as well.

Halilu expressed disapproval over the tendency of certain private technology companies to take advantage of government agencies by pushing unnecessary products or services in double packages. He reiterated that the agency was on the verge of launching a new technology service that would provide affordable alternative solutions guaranteed to be long-lasting. He mentioned that the agency is working with key partners to adopt similar technological advancements seen in nations such as the United Arab Emirates and Saudi Arabia, in order to enhance their capabilities in artificial intelligence.

A positive interaction with customer service affects a customer’s opinion.

Mr. Bernard Omeiza, as the Director of Technology Business Development, showcased the accomplishments of the agency and initiatives under the current leadership during his presentation. Customer service involves offering support and guidance to customers who have purchased or are using a company’s products or services. The provision of customer service can vary depending on the industry, but ultimately, the goal is to enhance revenue through effective assistance and communication via phone, online chat, and e-mail.

More so, the success of customer service interactions hinges on an employees’ ability to adapt to each customer’s unique personality. The practices and values of a company are typically reflected in the way customer service is carried out. Customer retention is a common metric used to gauge the effectiveness of customer service. The customer service offered by certain companies is seen as a valuable asset that sets them apart from their competitors. A positive interaction with customer service can completely shift a customer’s opinion of a company.

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Additionally, the rise of AI chatbots is predicted to have a major effect on customer service and call centre jobs, leading to increased efficiency. Numerous businesses have already integrated AI chatbots into their customer service operations to enhance the overall experience for customers. Consumer needs have been recognized by the ever-changing service industry. To ensure quality service delivery, companies often establish guidelines or regulations for their staff to adhere to when providing their unique service offerings. These service offerings encompass both physical and non-physical aspects that a business utilizes to cater to their customers’ needs.

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