South AfricaMedia and entertainment2025 – ongoingSuper Group
Betway Africa AI bot for customer queries
Betway Africa said its AI support bot served more than half of customer queries
Problem
Betway Africa needed customer support for a growing online betting business. Its management identified call-centre operations as an area for automation.
Approach
Betway Africa introduced an AI bot into its call centre. At Super Group's 2025 investor day, the regional chief executive said it served more than half of customer queries. He discussed the deployment as part of the regional business's technology work.
Results
Takeaway
The disclosed share measured queries served by the bot. Management did not say how many were fully resolved without human assistance or identify the model and supplier.
Categories
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Betway Africa chief executive Laurence Michel described an operational AI bot in the regional call centre. He said it served more than 50% of customer queries without disclosing a resolution rate or implementation details.
Full details are in the original sources.
