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Bboxx Integrates Generative AI into Operations with AWS Collaboration

These tools have led to a 15% improvement in collection rates and enhanced customer engagement.

by Sharon Sang
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Bboxx, a leading provider of clean energy and digital products across Africa, has announced a collaboration with Amazon Web Services, Inc. (AWS) to integrate generative artificial intelligence (GenAI) into its Bboxx Pulse platform.

The AI integration empowers Bboxx to analyze customer data, transaction history, and product interactions in real-time, generating concise summaries that accelerate customer service processes.

The innovation has resulted in a 2.5-minute average reduction in response times to customer queries, contributing to improved satisfaction levels across Bboxx’s customer base. Additionally, the company estimates a savings of approximately 5,000 customer service hours per month, significantly boosting operational efficiency.

“Bboxx has always been at the forefront of deploying cutting-edge technology to improve the lives of our customers and to streamline our internal operations,” said Anthony Osijo, CEO of Bboxx. “Through this collaboration with AWS’s Generative AI Innovation Centre, we’re enabling our teams to serve our customers better, faster, and more efficiently, ultimately benefitting both our employees and our business as a whole.”

As one of the first African businesses to work with the AWS Generative AI Innovation Center, Bboxx’s integration of GenAI is the latest enhancement to its Bboxx Pulse Insights suite, which already includes credit scoring and behavioral analytics tools developed from over 900,000 customer records. These tools have led to a 15% improvement in collection rates and enhanced customer engagement.

“We are excited to see AWS’s Generative AI Services being deployed across Bboxx’s Pulse® platform in 10 new geographies,” said Sri Elaprolu, Director of AWS Generative AI Innovation Center. “The integration demonstrates how GenAI solutions can enhance operational efficiency and elevate customer experiences. By collaborating with Bboxx, we’re proud to support their mission of transforming lives through clean energy and digital products.”

This AI integration marks the first of many planned innovations aimed at further optimizing customer service and operational efficiency at Bboxx.

The company is also exploring the use of AI in other areas of its business, including the development of highly personalized daily planning tools for its 2,000+ field staff and agents to streamline operations.

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