You know that feeling when you visit a website, and it already knows exactly what products you are interested in? Or when the prices displayed always seem to match your budget perfectly? How about those live chats that respond instantly and accurately? You might think, “Wow, how does this platform understand me so well?” Well, say hello to Artificial Intelligence!!

Converging with User experience (UX), AI is rapidly transforming the way people interact with digital products. Hence, delivering more human-like experiences to customers has become an integral investment for leading modern companies in the fast-advancing digital era. This trend shows the significant adoption of AI among companies committed to enhancing their operational standards and customer service, which has led to an increase in businesses in the last couple of years. It comes as no surprise that a report by IBM in 2022, indicates a 270% increase in businesses adopting AI in the last four years.

Another report titled ‘The Equinix 2023 Global Tech Trends Survey’, revealed that AI adoption is on the rise across all industries, with 94% of businesses in Nigeria likely to be using AI or planning to do so in cybersecurity, IT operations, (with 93%) and customer experience (with 92%),

However, achieving this requires advanced omnichannel conversational AI capabilities to provide seamless, personalised, and reliable customer self-service. Fortunately, AI encompasses a range of intelligent technologies that can learn, analyse data, and make decisions. In fact, machine learning, a critical subset of AI, allows algorithms to improve their performance over time by learning from data.

Embracing this trend across African countries, businesses like Jumia are transforming online shopping and user engagement through partnership with companies like Sprinklr. By harnessing AI, Jumia is making efforts geared towards enhancing operational efficiency, and creating deeply personalised experiences for its diverse user base.

Imagine shopping on e-commerce platforms and seamlessly transitioning from browsing products to seeking assistance via live chat – where AI-driven bots equipped with natural language processing help decode your queries and provide you with instant solutions. This incorporation of human touch and technological competence ensures that every interaction, whether addressing payment queries or navigating product specifications, is frictionless and efficient.

The incorporation of AI in interactions with consumers is poised for further advancement with conversational AI bots self-service enhancing capabilities. Therefore, as AI continues to advance, companies like Jumia are set to unlock new dimensions of customer satisfaction and operational excellence across its host countries.

In essence, integration of AI goes beyond mere technological enhancement, it represents a transformative stride towards a future where user-centricity and innovation converge seamlessly. By integrating AI into operations, e-commerce companies like Jumia have redefined online shopping and set a benchmark for businesses seeking to forge deeper, more meaningful connections with customers – one where interactions are smarter, experiences are more personalised, and customers are truly at the heart of the journey.