Kenya is rapidly positioning itself as a regional leader in digital commerce, with artificial intelligence (AI) at the heart of this transformation. This momentum was on full display at the sixth edition of Africa’s Annual Customer Experience (CX) Conference, recently held in Kisumu. The event brought together technology leaders, innovators, and business professionals from across the continent to explore how conversational AI is reshaping customer engagement and driving business competitiveness.
Key Takeaways
- Kenya is emerging as a leader in digital commerce with AI integration as a crucial component
- Conversational AI is transforming customer experience by enabling personalized, real-time engagement
- 82% of consumers prefer personalized interactions, making AI adoption essential for businesses
- Companies like Infobip are showcasing how AI-powered platforms can unify marketing, service, and commerce
- Despite challenges in adoption, businesses embracing conversational AI gain competitive advantages
Table of Contents
- The Push for Digital Trade and AI Integration
- Why Conversational AI Matters for Kenyan Businesses
- How Conversational AI Works
- Infobip and Belva Digital: Showcasing Innovation
- The Business Case for Conversational AI
- Humanizing the Digital Experience
- Overcoming Challenges in AI Adoption
- The Future of Customer Experience in Kenya
- Conclusion
The Push for Digital Trade and AI Integration
During a high-level meeting in Nairobi, ICT and Digital Economy Cabinet Secretary William Kabogo and EU Ambassador to Kenya Henriette Geiger called on Kenyan businesses to embrace digital trade solutions and integrate AI into their operations. Their message was clear: as Kenya accelerates its digital transformation, AI adoption is essential for businesses seeking to thrive in an increasingly competitive market.
“Today’s customers are no longer satisfied with generic responses or delayed service,” said George Muhia, Head of Enterprise Business for East Africa at Infobip, a leading cloud communications firm showcased at the Kisumu forum.
Why Conversational AI Matters for Kenyan Businesses
Meeting Evolving Customer Expectations
Modern consumers expect more than just efficiency—they want personalized, authentic experiences that make them feel seen and valued. Recent studies show:
of consumers prefer personalized interactions
expect brands to understand them across all touchpoints
believe companies have lost the human element in customer service
Traditional customer service models—such as mass messaging and siloed communication channels—often lead to frustration and customer churn. Conversational AI addresses these gaps by enabling real-time, emotionally intelligent engagement that builds trust and loyalty.
How Conversational AI Works
Conversational AI uses technologies like natural language processing (NLP) and machine learning to understand and respond to customer queries in a human-like manner. This allows businesses to:
| Capability | Business Impact |
|---|---|
| Automate customer support across channels | Create consistent experiences on WhatsApp, SMS, web chat, and social media |
| Deliver 24/7 service | Increase availability without increasing operational costs |
| Personalize recommendations | Enhance customer satisfaction with tailored solutions based on history |
| Gather conversation insights | Drive continuous improvement of products and services |
Infobip and Belva Digital: Showcasing Innovation at the Kisumu CX Conference
In partnership with Belva Digital, Infobip demonstrated how its conversational AI platform is redefining customer experience in Kenya and beyond. Their solutions unify marketing, service, and commerce across multiple channels, providing businesses with a 360-degree view of each customer’s journey.
“Generative and conversational AI is redefining customer interaction by enabling emotionally intelligent, real-time engagement that builds trust and loyalty,” said George Muhia.
Infobip’s platform allows businesses to segment their customers more effectively and deliver hyper-personalized engagement at scale. This not only improves satisfaction but also drives sustainable growth.
The Business Case for Conversational AI
Benefits for Enterprises
Cost Reduction
Automating routine inquiries reduces the need for large customer service teams, allowing businesses to allocate resources more strategically.
Increased Efficiency
AI handles multiple conversations simultaneously, reducing wait times and improving the overall customer experience.
Scalability
Businesses can serve more customers without proportional increases in resources, enabling rapid growth.
Data-Driven Insights
AI collects and analyzes customer feedback, helping companies make informed decisions about product development and service improvements.
Real-World Example
Kenyan E-commerce Success Story
A Kenyan e-commerce company integrated Infobip’s conversational AI to handle customer queries on WhatsApp. Within three months, they saw:
- 30% reduction in response times
- 25% increase in customer satisfaction scores
- 20% boost in repeat purchases
Humanizing the Digital Experience
While technology is central, experts at the Kisumu forum emphasized that the future of customer experience is “deeply human.” AI should enhance—not replace—the personal touch. As George Muhia noted:
“Conversational AI empowers companies to meet expectations with speed, empathy, and a deep personal touch. Businesses must move beyond transactional engagements to create experiences that connect emotionally.”
Overcoming Challenges in AI Adoption
Despite its promise, conversational AI adoption in Kenya faces challenges:
Digital Literacy
Not all businesses or customers are comfortable with AI-powered systems, creating adoption barriers.
Integration
Legacy systems may require upgrades to work with modern AI platforms, adding complexity.
Data Privacy
Companies must comply with Kenya’s data protection laws to safeguard customer information.
Cost
Initial investment in AI technology can be significant for small businesses, despite long-term ROI.
Industry leaders recommend starting with pilot projects, investing in staff training, and partnering with experienced technology providers to mitigate these challenges.
The Future of Customer Experience in Kenya
The Kisumu CX Conference made it clear: businesses that embrace conversational AI will be better positioned to compete, grow, and deliver superior customer experiences. As digital adoption accelerates, the gap between customer expectations and traditional service models will only widen.
“We’re entering a new era where technology doesn’t just support the customer experience—it defines it,” said Muhia. “The future of CX is not only digital, but deeply human. Brands that recognize and adapt to this shift will be the ones that thrive.”
Conclusion
Kenya’s journey toward digital commerce leadership is gaining speed, with conversational AI at the forefront. By leveraging these intelligent technologies, businesses can engage customers more meaningfully, operate more efficiently, and build lasting loyalty. As demonstrated at the Kisumu forum, the future of customer engagement in Kenya is conversational, intelligent, and human-centric.
