Uganda National Social Security Fund Transforms Customer Experience with AI-Based Chatbot Powered by Avaya
Lynchpin Media
Ref: SRC-001-UGA-003
Accessed: 10/31/2025
Summary
Trade press interview with NSSF Managing Director Richard Byarugaba describing the deployment of the Sanyu AI chatbot built on Avaya OneCloud CCaaS. Reports that 94% of member transactions are digital, nearly 164,000 interactions through Sanyu since October 2020, and that customer service staff previously spent 75% of their day on routine queries now automated by the chatbot. Includes quotes from Avaya territory manager confirming the technology partnership.
View Harvard reference
Intelligent CIO Africa (2022). Uganda National Social Security Fund Transforms Customer Experience with AI-Based Chatbot Powered by Avaya. Dubai: Lynchpin Media. Available at: https://www.intelligentcio.com/africa/2022/03/14/uganda-national-social-security-fund-transforms-customer-experience-with-ai-based-chatbot-powered-by-avaya/ (Accessed 31 Oct 2025).