CASE STUDY
The National Social Security Fund ( NSSF ) is a quasi-government agency responsible for the collection , safekeeping , responsible investment and distribution of retirement funds from employees of the private sector in Uganda who are not covered by the Government Retirement Scheme .
Founded in 1985 as a provident fund that covers all employees in the private sector , participation for both employers and employees is compulsory and the company is the largest pension fund in the countries of the East African Community , with assets of USh15.5 trillion ( US $ 4.406 billion ), as of June 2021 . self-service for routine transactions – in the process freeing up human agents so that they can address more complex requests .
As the national savings scheme mandated by the government of Uganda to provide social security services to all private-sector employees in the country , the organisation sees a very high volume of interactions and transactions and serves customers through multiple channels such as a web portal , app , messaging platforms , call centres , and a physical branch network .
Recently , the NSSF of Uganda has transformed its customer experience with powerful self-service capabilities by introducing an AI-powered digital customer assistant named ‘ Sanyu ’ based on Avaya technology . According to the NSSF , Sanyu is an advanced chatbot that now serves as the company ’ s front line of customer service , is integrated into the organisation ’ s Avaya OneCloud CCaaS contact centre solution and a range of digital touchpoints . NSSF stated that following the implementation of Sanyu , the chatbot has reduced waiting times for customers who contact the organisation by providing easy
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