NAIROBI, Kenya, Oct 8 — Nairobi-based advertising technology firm Suss Ads is expanding beyond advertising technology into enterprise customer-experience software, betting on artificial intelligence to help businesses manage growing volumes of customer conversations across digital platforms.

📻 Breaking It Down

The move marks a strategic expansion for Suss Ads as it targets growing demand for tools that can automate routine customer interactions while retaining human support for more complex enquiries.

Suss CX combines automated AI responses with a centralised inbox for customer-service teams. Businesses can configure the platform to operate entirely through automation, through human agents, or through a hybrid model in which AI handles routine enquiries before escalating more complex conversations to staff.

The platform also provides real-time visibility into customer conversations, including recurring questions, complaints and customer-service performance.

📌 What You Need to Know

Suss Ads Founder and Managing Partner Dennis Maina said the company is responding to the fragmentation created by the growing number of channels through which customers interact with brands.

“Our goal with Suss CX is to give businesses one place where AI and human teams can manage those conversations regardless of where the customer chooses to engage.”

The expansion represents a broader shift in Suss Ads’ business, moving from helping brands reach consumers to helping them manage interactions after that engagement.

Suss Ads is now targeting sectors including banking, betting and gaming, telecommunications, retail, e-commerce and travel, where businesses typically handle large volumes of customer enquiries across multiple markets and communication channels.

By consolidating those conversations, the company sees an opportunity for businesses to gain a clearer view of customer-service performance and the cost of handling interactions across different platforms.

The expansion comes as businesses increasingly experiment with generative AI to reduce the cost and workload associated with customer service.

📰 Source: Capital FM Kenya