Infobip’s AI-driven chatbot enables Twiga Foods to drive meaningful engagement

Global cloud communication company for businesses and a leader in omnichannel customer engagement Infobip, has deployed its AI-driven chatbot building platform (Answers) over WhatsApp for Twiga Foods Kenya.

According to Product Manager, Social Commerce at Twiga Foods Kenya, Stellah Njeru the company needed a hassle-free onboarding process of vendors who fulfill the minimum Know Your Customer (KYC) requirement onto the Twiga Foods platform.

“We needed to seamlessly scale the onboarding of small and medium sized vendors within the region through a preferred communications channel,” Njeru said.

Njeru said that the Answers chatbot solution provided by Infobip has helped the company drive meaningful, personalised and scalable engagement with existing and new vendors across the country.

“We have significantly improved the onboarding process, through self-registration; 40 per cent of vendors across the country are fully registered and KYCd via Twiggy on WhatsApp within less than 3 mins,” she added.

With the company now being available and able to support customers 24/7 through WhatsApp, Twiga Foods customer satisfaction rating and customer retention has improved.

“We are transforming African retail with an alternative system that eliminates inefficiencies and generates the same results as the modernisation of retail in more developed markets,” Emma Mugo at Infobip said.

“Chatbot solutions are fundamentally altering the way many businesses operate since AI-driven bots can engage with customers more effectively and efficiently while also giving an organisation a greater understanding of its clients.”