MTN Nigeria Deploys 13 AI Bots for SIM Registration
MTN Nigeria has deployed 13 AI-powered bots to automate its SIM registration process, replacing tasks previously handled by about 200 human agents.
The announcement was made by Charles Molapisi, MTN Group’s Chief Technology and Information Officer, during the company’s Capital Market Day, where he noted that Nigeria is among the most advanced markets in MTN’s AI programme.
The initiative is part of MTN’s broader strategy to integrate artificial intelligence across operations, aimed at boosting efficiency and enhancing customer experience.
MTN confirmed that the Nigeria deployment will be extended to other African markets, including Ghana, Cameroon, Côte d’Ivoire, Zambia, and Eswatini.
Beyond SIM registration, the company said AI and automation tools are being applied to 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, however, cautioned that increased automation could affect employment, urging businesses and governments to invest in reskilling and workforce transition programmes to help displaced workers adapt to digital roles.
The move reflects a wider trend in telecommunications, where firms are increasingly using machine learning and automation to streamline manual processes, improve service quality, and remain competitive.
