Libya's Almadar Aljadid partners with WideBot to deploy AI chatbot

Libyan telecommunication company Almadar Aljadid has partnered with Egypt-based artificial intelligence (AI) developer WideBot to implement a conversational AI chatbot platform to enhance its customer service.

The agreement will see Almadar use WideBot's AI platform to create an AI-powered virtual assistant capable of communicating with its customers in Arabic, English and the Libyan dialect.

"By providing personalized and timely responses via Messenger and web chat, this multilingual chatbot aims to enhance Almadar's customer experience, increase satisfaction, and support the growth of its customer base," the telco said in a statement.

Almadar added that the collaboration marks a significant development in Libya's telecommunications sector, as it embraces the prominent potential of AI.

The telco said that its recent launch of 3G and 4G mobile services in most Libyan cities further underscores the importance of this collaboration.

"This partnership reflects Almadar's vision to provide exceptional and innovative services, supporting our expansion and reinforcing our position as a leading telecommunications provider in Libya and North Africa," Almadar CEO Bassam Tunis said.

Almadar will use WideBot's AI platform to create an AI-powered virtual assistant capable of communicating with its customers in Arabic, English and the Libyan dialect. (Source: rawpixel.com on Freepik)

Almadar Aljadid is Libya's second-biggest mobile operator, out of just two in the market, with over 3.4 million mobile subscribers at the end of March 2024, according to statistics from market research company Omdia.

In comparison, leading operator Libyana had almost 5 million mobile subscribers at the end of March 2024, giving it about 59% market share compared to Almadar Aljadid's 41%.

AI's impact on African telcos

African telecommunications companies across the continent have increasingly turned to AI solutions to enhance their customer service offerings. In recent years, Africa's most prominent mobile network operators have engaged with AI technologies to different degrees, ranging from Ericsson and Telecom Egypt's partnership to deploy AI on the latter's cloud infrastructure to MTN's launch of an AI strategy centered on integrating the technology into its applications and features, digital assistants, automation and machine learning technology.

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In December 2023, MTN also launched its pilot internal AI solution, "SiYa," an employee chatbot.

Initially launched in 2018, as an SMS channel, Vodacom's Tobi now responds and interacts with customers in a one-on-one chat-like experience, assisting with a variety of basic customer queries.

Just like Libya's Almadar, there have been other African operators that have recognized AI's potential in enhancing customer experience – and it is likely that even more telcos will use AI in the future.

*Top image source: Image by www.slon.pics on Freepik.

— Matshepo Sehloho, Associate Editor, Connecting Africa