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Econet’s chatbot to enhance customer care


Seabata Mahao

Econet Telecom Lesotho (ETL) recently launched a virtual chatbot named Mpoi, intended to ease interaction with its customers.

The artificial intelligence (AI)-powered virtual assistant is accessible through the WhatsApp interface on the number: +266 6610 0100.

ETL’s marketing and communications Manager, Liteboho Mojakhomo, told journalists at the launch of the chatbot that it can even help customers buy ETL voice and data bundles and airtime.

“Mpoi is here to assist people, through Mpoi you have a personal assistant who will always be by your side. It can help you to buy ETL bundles, to connect you to the helpline desk and other things,” Mojakhomo said at the launch.

“Through this channel, you can access our call center at all times as Mpoi will never be tired as it is a chatbot.  You can buy bundles, speak to an agent, ask questions or queries, and other features which are lined up to be introduced.”

Furthermore, users can also buy airtime and check their balances, with more advanced features to be added in the future.

‘Mapusetso Ntšekhe, ETL’s marketing and customer experience officer, said ETL was committed to being among companies that bring change to the country.

She said the initiative was meant to ensure that Lesotho graduates to the status of a developing country.

Ntšekhe further highlighted that the world was changing fast so they had to keep up the pace as a company transitioning from a telecommunications company to a technology company.

“We envision a digitally connected future leaving nobody behind. We envision a world that is full of technology; that is full of innovations and connectivity.

“So we are striving to expand our network even in remote areas because they need to have access to information like everyone and we want to reach every Mosotho wherever they are.

“We are also rolling out our fiber technology across the country because we understand what fiber can create for us as it is faster and full of opportunities,” Ntšekhe said.

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