A new wave of change in how consumers interact with services is on the horizon, driven by the growing demand for rapid responses from customers. According to Okwechime, AI-powered Chatbots leverage Natural Language Processing to understand conversations and their contexts to such an advanced level that appropriate responses can be generated. He explained that recent advances have gone beyond text-based chats, with companies like Apple (Siri), Google, and Amazon (Alexa), introducing voice-controlled virtual assistants, able to answer an infinite number of questions proficiently in natural language dialogue. "In a market like Africa where literacy rate falls heavily behind the world's average, voice-controlled products and services will revolutionise how a consumer interacts with technology platforms, reducing entry barriers and improving technology adoption," he said.