📋 Tender Overview
The National Social Security Fund NSSF of Uganda has transformed its customer experience with powerful self-service capabilities by introducing an AI-powered digital customer assistant named Sanyu based on Avaya technology.Sanyu an advanced chatbot that now serves as the NSSFs front line of customer service is integrated into the organizations Avaya OneCloudTM CCaaS contact center solution and a range of digital touchpoints. It reduces waiting times for customers who contact the NSSF by providing easy self-service for routine transactions in the process freeing up human agents so that they can address more complex requests.NSSF is the national savings scheme mandated by the government of Uganda to provide social security services to all private-sector employees in the country. The organization sees a very high volume of interactions and transactions and serves customers through multiple channels such as a web portal app messaging platforms call centers and a physical branch network.We estimated that our customer service personnel were spending around three-quarters of their day on easily-answered queries such as statement requests registration and FAQs said Richard Byarugaba Managing Director NSSF. By automating most of these interactions our agents now focus on transactions that require human intervention typically at the higher-end of the value chain. This transformation paid off during the pandemic as lockdowns and distancing reduced our customers visits to physical branches and increased the demand on our call centres and online platforms.The deployment comes as the NSSFs latest effort to digitize the customer experience. Over the last two years the organization has moved over 94 of its member transactions and interactions over to digital channels with only the remaining 6 of customers using walk-in service centres. That digital shift however necessitated a transformation in how inbound requests are handled.We had been struggling to keep up with the high volume of frequent queries coming in and we did not have a solution that offered customers the same experience and convenience on our various different digital platforms. We wanted to have unlimited capacity to respond instantly any time to customer queries. There was also a need to free up our front-end employees from routine support requests and enable them to focus on more complex tasks said Byarugaba.Sanyu emerged as the solution integrating into NSSFs customer-facing interfaces such as a web portal mobile app mobile browser and social messaging clients. The bot interacts with customers through text-based chat and delivers powerful self-service automating workflows such as Employer Registration Member Registration Member Benefit Tracking Member Provisional Balance Member Statement and Frequently Asked Questions FAQs. And if it cannot serve the customers request Sanyu seamlessly routes the query to the best available agent. Since October 2020 nearly 164000 customer transactions and interactions have been registered through Sanyu and the NSSF is confident the solution will contribute to an improvement in its Net Promoter Score and first contact resolution rates.Vinod Kumar Puthanpura Territory Account Manager West East Central Africa Avaya said With its deployment of Sanyu NSSF is at the leading edge of infusing AI into the customer experience. With the powerful AI tools available to it through the Avaya OneCloud ecosystem NSSF has introduced tremendous self-service capabilities that enhance both customer and employee experiences. and set the organization well on its way to becoming a digital business. We look forward to further supporting the NSSF as it continues this journey.
