In an insightful conversation with the media, Adeyemi Odubajo, a seasoned leader in the telecom and fintech industries, shared his perspective on how Artificial Intelligence (AI) is reshaping customer service in these sectors. With over 15 years of experience in digital financial services, business development, and strategic leadership, Adeyemi has witnessed firsthand how AI is transforming the ways businesses connect with their customers.
For Adeyemi, AI is far more than a technological trend—it’s a foundational tool for the future of customer service in telecom and fintech. “AI is fundamentally changing the way we interact with customers. It’s not just about automating tasks; it’s about creating intelligent, personalized, and seamless experiences that anticipate customer needs,” he explains. Adeyemi emphasizes that AI is not just automating basic queries; rather, it’s revolutionizing the customer experience by enabling more meaningful, efficient engagement.
One area where AI is making a profound impact is through AI-powered chatbots and virtual assistants. “In sectors like telecom and fintech, where customer queries range from billing issues to financial advice, AI-driven solutions ensure that customers get accurate and timely responses,” Adeyemi says. These AI tools provide 24/7 support, addressing everything from simple inquiries to complex requests, reducing wait times and enhancing the overall customer experience.
AI’s capacity to deliver hyper-personalized experiences is another game-changer. Adeyemi explains how AI continuously learns from each customer interaction, refining its understanding of individual preferences and behaviours. “In fintech, AI can analyze transaction patterns and offer personalized financial recommendations, or even help customers manage their budgets,” he notes. “In telecom, AI can suggest data plans or troubleshoot network issues based on a customer’s unique usage patterns.” According to Adeyemi, this personalized touch builds stronger connections between businesses and their customers.
Adeyemi’s accomplishments in fintech underscore his belief in AI’s potential. Leading the strategic expansion of MoMo Payment Service Bank, he oversaw a growth in customer base from 4.8 million to 9.7 million within a year, a success that relied significantly on AI to enhance financial inclusion. “Financial inclusion is a priority, and AI is a powerful tool in reaching remote or underserved areas,” he explains. By using AI-driven mobile banking platforms, fintech companies can now provide services like micro-loans, insurance, and savings plans to previously unbanked populations. “AI allows us to onboard customers quickly, assess creditworthiness, and offer tailored products, making financial services accessible to those who need them most,” Adeyemi says.
AI is also revolutionizing cross-border payments. Adeyemi points out that AI-driven technologies are making international remittances more secure, faster, and cost-effective. “By leveraging AI, we can reduce transaction costs, speed up processing times, and minimize errors, giving customers a safer and more efficient way to send money across borders,” he explains.
In addition to promoting financial inclusion, AI is enhancing customer service efficiency and fostering proactive service models. Adeyemi highlights how AI can handle high volumes of interactions, especially in telecom, where service issues are often urgent. “AI-powered chatbots can swiftly address customer concerns, freeing up human agents to tackle more complex queries,” he explains. Beyond responding to customer needs, AI’s predictive capabilities enable it to anticipate potential issues before they arise. “For instance, in telecom, AI can identify patterns that suggest a service outage and proactively alert customers, which helps build trust,” Adeyemi says.
However, Adeyemi acknowledges that implementing AI in customer service comes with challenges, particularly regarding data privacy and compliance. In the fintech space, where sensitive financial data is at stake, he stresses the importance of robust cybersecurity measures to ensure customer trust. “Building customer trust in AI solutions is critical. Transparency about how data is being used, coupled with strong security measures, is essential,” he advises.
The fast pace of technological advancement also presents regulatory hurdles. “As AI technology evolves, so do regulatory landscapes. There’s a need for ongoing collaboration between the tech industry and regulatory bodies to ensure ethical and legal AI use, especially concerning data protection and AI ethics,” Adeyemi adds.
Looking forward, Adeyemi is optimistic about AI’s potential to further shape customer service in telecom and fintech. “AI will continue to play a critical role in shaping the future of customer service,” he predicts. The greatest opportunities, he believes, lie in expanding digital financial services to underserved populations. “AI will democratize access to financial services, making secure, affordable, and personalized banking available to more people,” he notes. In telecom, AI is set to optimize networks and deepen customer engagement, creating a more responsive and personalized service landscape.
Reflecting on AI’s broader impact, Adeyemi concludes, “AI isn’t just about technology; it’s about empowering people. It’s about making services more accessible, efficient, and secure for customers. The future of AI in customer service is incredibly promising, and we’re only beginning to explore its full potential.”
With experts like Adeyemi Odubajo leading the way, AI in telecom and fintech promises to drive innovation, reshape customer engagement, and unlock new possibilities for customer satisfaction in the digital age.
