Tizeti launches AI customer support to simplify onboarding, issue resolution and payments, rollout begins Oct 1

Tizeti adds AI to customer support: what service teams need to know

West African ISP Tizeti Network is rolling out its "New & Awesome" (NA) Deal, an AI-based overhaul of customer services. The goal: faster issue resolution, smoother onboarding, and easier payments across its fibre, Wi-Fi, and Ghana operations.

What's launching

• Simplified troubleshooting with automated triage and suggested fixes.
• Streamlined onboarding to reduce back-and-forth and first-week tickets.
• Guided payment flows for fewer failed or abandoned transactions.

Rollout schedule

• 01 October: Fibre customers via FreeFiber.Africa
• 15 October: Wi-Fi users via Wifi.com.ng
• 01 November: Ghana subscribers via GhanaWifi.com

Why this matters for support leaders

• Higher self-service containment and faster first contact resolution.
• Lower average handle time through better intent detection and routing.
• More consistent answers from a maintained knowledge base.
• Cleaner payment assistance with fewer escalations to billing.

Readiness checklist

• Knowledge base: consolidate top 100 issues, remove outdated steps, add device/OS variants.
• Handoffs: define when the AI hands chats to live agents (billing disputes, outage credits, identity checks).
• Escalation map: set clear paths for network faults, field visits, and complex provisioning.
• Quality guardrails: write response style rules, banned phrases, and safe refund language.
• Payments: confirm PCI alignment for any AI-assisted flows; never capture full card PAN in chat. See PCI Security Standards.
• Privacy: validate data retention and consent against NDPR/GDPR; mask PII in logs.
• Languages: prepare short, approved translations for common requests if applicable.

Metrics to watch from day one

• First contact resolution (FCR) and self-service containment rate.
• Average handle time (AHT) and queue wait time.
• CSAT after AI interactions vs. human-only baseline.
• Escalation rate and reasons (misrouted intents, billing exceptions, technical edge cases).
• Payment success rate and drop-off reasons surfaced by the AI.

Launch playbook

• Week 0: run a closed pilot with internal staff; test top 50 intents and payment flows end-to-end.
• Week 1: soft launch to 10-20% of traffic with human-in-the-loop review on sensitive cases.
• Daily: audit 20-30 AI tickets; tag root causes (intent errors, missing KB, unclear policy).
• Weekly: ship KB updates, refine handoff triggers, and retrain on misclassifications.
• Fallbacks: publish a simple outage banner and offer one-click human handoff for billing disputes.

Risk controls

• Wrong answers: keep responses grounded in your KB; require citations for fix steps.
• Payment errors: restrict the AI to approved payment pages; no free-text card entry in chat.
• Policy drift: lock refund/credit language behind agent approval.
• Outages: short, consistent status messages with auto-deflection to updates instead of queues.

Team enablement

Upskill agents on prompt techniques, safe payment guidance, and fast KB edits. If you're building AI fluency across support roles, see practical, job-based training options here: AI courses by job.

Bottom line

Tizeti's NA Deal points to a support model where AI handles routine requests and payments, while agents focus on edge cases and relationships. Prepare your KB, handoffs, and metrics now so you can move quickly when your region goes live.