Kenyan Firm Pawa IT Solutions Unveils AI-Driven Customer Support System

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Nairobi, Kenya| Pawa IT Solutions, a Kenya-based technology firm, has launched an artificial intelligence (AI)-powered customer support system designed to improve business efficiency by delivering rapid and accurate responses to client queries.

The new solution, which leverages Google Cloud AI, aims to address common customer service challenges such as long wait times, inconsistent responses, and inefficient manual processes.

Speaking about the new initiative, Pawa IT Solutions’ Chief Executive Officer (CEO), Oscar Limoke, emphasized the transformative capabilities of AI in customer support.

He highlighted the role of agent space AI, a feature that allows businesses to integrate multiple data sources and execute real-time actions based on the gathered information.

Harnessing Google Cloud AI for Seamless Customer Interactions

A key component of the AI-driven system is Vertex Search Integration, which enables businesses to incorporate Google’s AI search capabilities into their data infrastructure, facilitating highly contextual and relevant results.

By leveraging this technology, Pawa IT Solutions seeks to empower customer service agents with instant access to accurate information, improving response efficiency and service quality.

“With increasing customer demand, businesses are experiencing higher volumes of inquiries. This presents an opportunity to explore innovative solutions that grant customer agents quick access to relevant information,” Limoke stated.

He underscored the importance of resource allocation, particularly for businesses operating on limited budgets, where AI can help streamline operations and maximize efficiency.

Balancing AI Automation with Human Interaction

Despite advancements in AI, the demand for direct human communication remains strong.

Acknowledging this, Pawa IT Solutions has incorporated features that correct typographical errors and transform text into natural, human-like conversations.

“Seventy-five percent of customers prefer speaking to a human first, while 90% expect engagement at the first point of contact,” Limoke noted.

He emphasized that while AI enhances efficiency, it is crucial to maintain a personal touch in customer interactions.

The AI-driven system is designed to complement human agents rather than replace them, ensuring a seamless blend of automation and personalized service.

Expanding Innovation: Speech-to-Text Processing for Business Applications

In addition to AI-powered customer support, Pawa IT Solutions is pioneering a speech-to-text language processing initiative aimed at transcribing call data for business applications.

This project is set for pilot testing in Kenya, with plans for future expansion across Africa.

The initiative is expected to enhance customer service operations by providing businesses with valuable insights from call data analytics.

“We are proud to be a Kenyan-African company driving technological innovation on the continent,” Limoke affirmed.

He further expressed the company’s ambition to scale its operations beyond Kenya and establish a global presence, reinforcing Africa’s growing role in the digital transformation landscape.

With the launch of this AI-powered solution, Pawa IT Solutions continues to push the boundaries of customer service innovation, leveraging AI to create a more efficient, responsive, and customer-centric business environment.

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