MTN Zambia has launched an AI assistant named Call Natasha to enhance its customer service. The AI-powered conversational agent, developed by blackNgreen, was officially announced on Friday.
MTN Zambia’s launch of Call Natasha reinforced the company’s commitment to digital transformation and improved customer engagement.
Read also: Internet subscriptions climbed to 139.28 million in December: NCC
MTN Zambia AI-powered customer support: ‘Call Natasha’
‘Call Natasha’ is designed to revolutionise customer interactions by automating up to 83 percent of inquiries, significantly reducing response times and improving user experience. Unlike traditional AI tools, EVA—the technology behind the service—offers a fully managed, end-to-end AI solution tailored for large enterprises in telecom, banking, government, and insurance sectors. This AI tool is expected to lead to a 40 percent reduction in customer service costs by streamlining operations, making it a cost-effective solution for businesses.
How ‘Call Natasha’ bridges the digital divide
One of the key objectives of ‘Call Natasha’ is to narrow the digital divide by offering AI-driven conversations that help customers expand their knowledge. From financial advice to international news, users can access a wealth of information seamlessly through this platform. The AI’s ability to understand and process queries in real-time ensures that customers receive accurate and relevant responses without the delays associated with traditional customer support.
Read also: Nigeria Telecoms Forum 2025 to address key challenges in digital infrastructure
The future of AI in African customer service
The launch of ‘Call Natasha’ signals a new era for AI-driven customer service in Africa. MTN Zambia and blackNgreen are paving the way for future AI implementations across the MTN Group and beyond. With expansion plans already in discussion, this deployment could be the first of many across multiple regions, offering smarter, faster, and more efficient customer service solutions.
By combining cutting-edge AI with a customer-centric approach, ‘Call Natasha’ is set to redefine how users engage with telecom services in Zambia. This milestone showcases the growing potential of AI in transforming industries and enhancing digital inclusion across the continent.