Telkom is revamping its digital channels, as part of the telecoms operator’s strategy to improve customer experience and enable self-service across its platforms.
The operator says it is integrating emerging technologies − such as artificial intelligence (AI), generative AI and machine learning − across its e-commerce, mobile app, WhatsApp, SMS platforms and contact centre processes, to drive an integrated omni-channel customer experience, supported by digitalisation and innovation.
Dr Noxolo Kubheka-Dlamini, chief digital and information officer at Telkom Consumer & Small Business, told ITWeb TV that after recently breaching the 21 million mobile customer milestone, the operator is renewing its strategy by overhauling online channels to deliver intelligent and personalised experiences.
“Telkom’s strategy is informed largely by a ‘digital first’ approach. While there is always an option for human interaction, we have a vision to enable our customers to be able to perform any service online without the need for a …