The evolution of chatbots in media

Enhancing audience engagement
The software developer focuses on digitalising processes to enhance efficiency at Namibia Media Holdings.
Phillipus Josef
  • 1 Week Ago
A software developer specialising in artificial intelligence (AI) and machine learning, Dirk van Zyl serves as the digital integrator at Namibia Media Holdings (NMH). His role focuses on digitalising processes to enhance efficiency across the company.

Van Zyl was inspired to delve into chatbots to improve communication and engagement with NMH's audience.

"Recognising the potential of chatbots to provide real-time, personalised interactions, I saw an opportunity to transform how we connect with our users and distribute content effectively and efficiently," he said.

Chatbots enhance user experience by providing instant responses, personalised assistance and 24/7 availability. They enable quick access to information and facilitate more interactive engagement with content.



Impact on engagement and challenges

Implementing the Synergi WhatsApp Chatbot led to a significant increase in engagement, Van Zyl said. "Users interact more frequently with the platform, leading to higher content consumption and increased satisfaction."

He added that there have been a few challenges, however, these were addressed through continuous testing refinement.

"One of the main challenges was integrating the chatbot seamlessly with our existing digital infrastructure and ensuring it could handle a large volume of interactions. We addressed these challenges by employing robust AI algorithms and continuously testing and refining the system to ensure reliability and efficiency," he said.

Automated content updates and data synchronisation processes maintain the chatbot's relevancy, ensuring users receive the latest news and information.



Key features

The chatbot's key features include browsing shopping catalogs, subscribing to updates from major publications, checking local weather, and following financial market trends. Its integration with WhatsApp enhances ease of use, Van Zyl said.

There's vast potential for chatbots to gather feedback, customise content delivery and assist in journalistic tasks like data collection and audience analysis, the digital integrator noted. "This could greatly enhance adaptability and responsiveness in media outlets."