Youth are the active drivers of technology adoption and innovation, often being the first to embrace new developments, and thus setting trends and encouraging businesses to incorporate such advancements.Given that over 60% of South Africa’s population is under the age of 35, according to figures published by Statista, the country’s youthful population is uniquely positioned to embrace and shape the future of technology.
In line with this, the advent of Artificial Intelligence is offering businesses new ways to communicate with their customers, catering to Generation Z’s demand for quick and easily accessible information. This trend is also driving businesses to develop more technology-driven platforms that form an integral part of their business while harnessing the power of AI. As a result, AI-driven chatbots are becoming increasingly ubiquitous as part of organisational communication strategies.
For example, younger consumers want their banking institutions to service them in the language of their choice and provide relevant information that may be region-specific. These organisations must therefore ensure that they have Generative AI capabilities integrated into their systems, which can be deployed with Natural Language Processing to generate content that includes free-flowing conversations.
With younger users demanding that businesses communicate with them over their preferred channels, AI-driven chatbots are successfully being integrated into platforms such as WhatsApp.As the most widely used chat app in South Africa, WhatsApp’s user base grew from 9.1 million in 2021 to 9.9 million in 2022. The platform is expected to reach about 11,5-million users by 2025, according to Statista.
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