AI case study

Harambee Youth Employment AcceleratorCustomer support

Manual phones bottlenecked support when daily calls surged 30x. Now, AI fields routine chats, freeing human guides to help high-risk youth.

Published|3 months ago

The story

Context

A South African nonprofit social enterprise addressing a critical youth unemployment crisis where over 56% of young people, or more than 9 million individuals, are not in employment, education, or training.

Challenge

Contact center delivery was decentralized and relied on manual processes with physical desk phones. When the pandemic hit, the organization had to...

Solution
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Scope & timeline

  • 37,000 monthly conversations handled via AI chatbot

Quotes

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The company

Harambee Youth Employment Accelerator logo

Harambee Youth Employment Accelerator

harambee.co.za

Social enterprise connecting unemployed youth to job opportunities and training.

IndustryNon-Profit & Social Impact
LocationJohannesburg, GP, South Africa
Employees251-1K
Founded2011

The vendor

AI-powered customer experience orchestration platform for contact centers.

IndustrySoftware & Platforms
LocationMenlo Park, CA, USA
Employees5K-10K
Founded1990

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