MTN Ghana is leveraging artificial intelligence (AI) and automation to transform its customer care operations which is expected to redefine how Ghanaians engage with telecom services and strengthen the country’s digital economy.
Mrs. Angela Solomon, Manager for Customer Care and Digital Channels at MTN Ghana, says the company is investing heavily in AI-driven tools to improve response time, enhance customer satisfaction, and optimise operational efficiency.
“Customer expectations are changing fast. People want speed, accuracy, and convenience,” Mrs. Solomon noted. “We’re using digital and AI-powered systems to anticipate needs, resolve issues faster, and personalise support experiences.”
MTN’s shift from traditional call centres to digital engagement channels such as WhatsApp, the MyMTN app, and chatbots reflects a broader strategy to meet customers where they are. The company’s goal is to combine human empathy with machine intelligence for seamless service delivery.
“AI allows us to predict customer issues even before they escalate,” Mrs. Solomon explained. “It also helps us identify behavioural trends, improve self-service options, and deliver support that feels personal and efficient.”
Industry analysts say MTN Ghana’s move could reduce operational costs while improving service accessibility. Automation allows fewer human interactions for routine requests such as balance checks, bundle purchases, and SIM swaps, freeing human agents to handle complex concerns.
“This is not about replacing people; it’s about empowering them,” Mrs. Solomon clarified. “AI tools are enhancing productivity by allowing our agents to focus on more value-driven interactions.”
She added that MTN is also using analytics to refine digital touchpoints and ensure its online platforms remain responsive to customer needs.
While automation is revolutionising customer care, Mrs. Solomon acknowledged that challenges remain, especially in maintaining trust and privacy. “Data security and customer trust are at the heart of everything we do,” she said. “We comply strictly with Ghana’s Data Protection Act and ensure transparency in all our digital operations.”
As part of MTN Ghana’s digital education efforts, the company continues to run awareness campaigns on data safety, mobile fraud prevention, and online privacy.
The adoption of AI-powered customer systems is not just a technological upgrade, it’s a strategic business move. By improving retention and reducing churn, MTN expects AI to contribute significantly to profitability and competitiveness in the telecom sector.
Mrs. Solomon believes AI will be a defining factor in telecom growth over the next few years. “The future of customer care is predictive, proactive, and data-driven,” she said. “We are positioning MTN Ghana to lead that change.”
As Ghana’s digital economy expands, MTN’s push toward AI-enabled customer experience marks a milestone in how businesses combine innovation, customer insight, and operational intelligence to build stronger connections with users.
