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PAWA IT Solutions Showcases Groundbreaking AI Virtual Agents at Executive Event in Nairobi.

Eddie Ngugi, Pawa IT Solutions Limited
NAIROBI, Kenya  April 3, 2025 

PAWA IT Solutions, a leading cloud technology provider headquartered in Nairobi, held an exclusive executive event at Villa Rosa Kempinski to unveil its latest innovation, AI-powered Virtual Agents under the platform pawait.io. The event, titled “pawait.io: Virtual Agents Explored, An AI Showcase,” brought together industry experts, C-suite executives, and decision-makers from across sectors to witness firsthand how artificial intelligence is redefining customer support.

During the breakfast event, PAWA IT Solutions demonstrated the capabilities of its Virtual Agent platform, developed in collaboration with Google Cloud AI. The technology is designed to solve some of the most pressing challenges organizations face in customer engagement, such as prolonged wait times, inconsistent agent responses, high operational costs, and limited staffing for customer service departments.

COO of PAWA IT Solutions, Beryl Samba, emphasized the transformative nature of the solution during her keynote remarks. “Many organizations today struggle to maintain responsiveness in high-volume call centers or to follow up adequately on customer queries due to limited human resources,” she said. “Our AI Virtual Agent solution tackles these pain points by automating initial interactions, enabling human agents to focus on more complex or sensitive matters. This not only enhances operational efficiency but also significantly boosts customer satisfaction.”

Attendees at the event experienced live demonstrations of the Virtual Agents in action, managing real-time queries and resolving issues across multiple communication channels including WhatsApp, voice calls, social media, and web platforms. The demonstrations showcased the AI’s ability to prioritize support tickets, adapt to diverse conversation styles, and maintain seamless interactions, even in multilingual or code-switching environments, a crucial feature for markets like Kenya.

The solution also delivers robust analytics capabilities, offering businesses 100% call analysis coverage far exceeding the typical 2–5% sampling method used in traditional customer support audits. With real-time dashboards and actionable insights, businesses can optimize their support strategies and improve decision-making processes.

Some of the standout benefits presented included; up to 70% reduction in customer wait times, up to 80% improvement in first-time resolution rates, significantly higher customer satisfaction through personalized support, real-time performance insights for continuous improvement and support for multiple languages and dialects, including seamless transitions within a single conversation.

Industry experts at the event also led discussions on AI adoption strategies, providing valuable perspectives on how businesses can scale their operations while maintaining high service quality. The networking sessions that followed allowed participants to share challenges, explore collaboration opportunities, and learn from early adopters of AI technology in customer service.

The event marks a significant milestone in PAWA IT Solutions’ mission to drive digital transformation across Africa. With over 450 clients in 22 countries, the company continues to lead innovation in cloud and AI solutions, tailored to meet the needs of modern enterprises.

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