MTN Nigeria has introduced 13 artificial-intelligence-driven bots to support its SIM registration process, replacing tasks previously performed by about 200 SIM registration agents, the company said.
Chief technology and information officer at MTN Group, Charles Molapisi, told investors at the company’s Capital Market Day that Nigeria is among the most advanced markets within MTN’s AI programme.
The company said the technology is part of a broader effort to integrate AI across its operations to improve efficiency and customer experience.
MTN said the Nigeria deployment is being extended to other African markets including Ghana, Cameroon, Côte d’Ivoire, Zambia and Eswatini. The telco also noted that AI and related automation tools are being used across the sector for functions such as network optimisation, fraud detection, predictive maintenance, customer support and business intelligence.
Company statements highlighted benefits such as faster processing times, reduced human error and lower operating costs. Analysts and industry observers cautioned that increased automation can have implications for employment, and recommended that businesses and governments invest in reskilling and workforce transition programmes to help affected workers adapt to digital roles.
The move reflects a wider trend in telecommunications toward using machine learning and automation to streamline previously manual processes as firms seek to enhance service quality and remain competitive.
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