CX Experts discuss the role of Generative AI in customer engagement in Ghana

Businesses have been urged to boost their customer experience functions by adapting new technologies, such as Generative AI, which, when effectively applied in the customer experience space, will greatly improve meaningful interactions that eventually drive real value for both businesses and customers.

This was among the key takeaways at an Executive Roundtable hosted by Exotel, a leading provider of cloud communication solutions, in partnership with Metro Edge Technologies, a fast-growing indigenous IT firm providing simple, innovative and cost-effective technology solutions to Enterprises and SMEs, on the theme “Create Value Beyond the Hype: The Role of Generative AI in Customer Engagement.”

The closed-door event brought together about 30 C-level executives from some of Ghana’s top organizations, including Fidelity Bank Ghana, Ecobank Ghana, UMB, Guaranty Trust Bank Ghana, OmniBSIC Bank, Consolidated Bank Ghana, MTN, CalBank Ghana, ExpressPay, GLICO Group, First National Bank Ghana, Old Mutual Ghana, ADB and Social Security and National Insurance Trust (SSNIT) among others.

The forum provided an intimate platform for industry leaders to delve into the transformative potential of Generative AI in revolutionizing customer engagement.

Participants also explored how businesses in Ghana can harness the Generative AI this technology to move beyond scripted interactions, offering customers personalized, natural, and engaging experiences that foster deeper connections.

Speaking at the event, the Africa Sales Director at Exotel, Vishal Miglani said, “Generative AI represents a paradigm shift in customer engagement. It’s not just about technology; it’s about creating meaningful interactions that drive real value for businesses and customers alike”.

Mr. Mignali said it was essential for customer care practitioners to take cognizance of the changing phases of the industry and take measures to stay up to date with the various evolutions.

“We have heard this evening how simple yet complicated the customer is and how the customer’s needs have change over time; Generative AI will make our work as CX experts a lot easier and meaningful as far as we adopt the appropriate AI tools for our work”, he said.



Chief Executive Officer of Metro Edge Technologies, the West Africa premier partner for Exotel, Kingsley Bennett

The Chief Executive Officer of Metro Edge Technologies, the West Africa premier partner for Exotel, Kingsley Bennett, said Generative AI has been found to be useful in a cross-section of industries where it has been deployed in personalized marketing, enhanced customer support and content creation among others.

“The data tells us Generative AI has led to improved engagement, increased interactions and provided accurate, invaluable customer insight which hitherto would have been difficult to come by; it is therefore imperative for businesses who are focused on cost efficiency, scalability, enhanced creativity and a desire to understand the needs of their customers to explore solutions that are steeped in Generative AI”, Mr. Bennet said.

The roundtable also fostered peer-to-peer learning and collaboration among industry leaders, creating a blueprint for organizations in Ghana to power contextual customer conversations through innovation.

This initiative reinforces Exotel and Metro Edge Technologies’ commitment to empowering businesses across Africa with cutting-edge tools and insights to stay at the forefront of digital transformation.