Rwandans without smartphones or internet access could find it easier to obtain information and access essential services through a simple phone call, following the launch of an artificial intelligence-powered voice assistant dubbed Miss Baza. Launched on October 29, the platform allows users to ask questions and receive spoken responses in Kinyarwanda, English, French and Kiswahili without downloading an application or purchasing an internet data bundle. Developed through a partnership between MTN Rwanda and Viamo, with contributions to voice and language AI infrastructure from Rwandan technology company Pindo, Miss Baza uses generative AI to provide information through natural voice conversations. Users can access the service by dialling 845 on an MTN line, selecting the option to speak to Miss Baza and asking questions. ALSO READ: MTN Rwanda service revenue grew 13.6% in Q4 2024 Rene Nzabakira, MTN Rwanda’s Senior Manager for Devices and Digital, said the service builds on an existing platform that already serves approximately two million users monthly, while Miss Baza has reached more than 500,000 users. “It was originally a pilot, but today we’ve launched it and we are now going to maximise it depending on what clients ask frequently,” he said. To encourage adoption, MTN is offering customers 30 minutes of free airtime monthly when they call 845. After the free allocation, users are charged Rwf45 per minute. First unveiled during the Mobile World Congress held in Kigali in June this year, the innovation is intended to make AI more accessible, particularly to rural communities and people who rely on basic feature phones. Its capabilities include providing information on local events, government services, land title validation, health insurance and local businesses. The platform is also designed to integrate with MTN Mobile Money to enable voice-based access to services such as utility, parking fee and tax payments. MTN Rwanda Chief Executive Officer Monzer Ali said the launch reflects the company's commitment to supporting Rwanda's ambitions to harness artificial intelligence for economic and social development. “Rwanda has started preparing itself to leverage the opportunities that AI presents, and we want to be part of that journey,” Monzer said. He said the platform was designed to be simple enough for everyone, including elderly people, to use, while acknowledging that improvements would be necessary as the technology develops. “We know that there are areas where we need to improve. We are committed to addressing the errors that may arise and continuously improving the platform,” he said. Government pushes AI that solves everyday problems The Minister of ICT and Innovation, Paula Ingabire, welcomed the innovation, saying AI investments should address actual challenges facing citizens rather than introduce technology simply because it is available. “Whose problem are we solving? What problem are we solving? And what’s the best way to solve it? I think if we can answer those three questions, then AI will be able to create meaningful impact for our citizens,” Ingabire said. She noted that many Rwandans still use basic phones, cannot afford regular internet bundles or find written digital instructions difficult to navigate. As a result, accessing information from public and private institutions can involve unnecessary travel, time and expenses. She cited farmers seeking agricultural advice, traders looking for information about public service requirements and parents trying to understand health insurance options as examples of people who could benefit. The minister said the platform's value should be measured by whether it helps people make better decisions, save time, avoid unnecessary journeys and access services. She welcomed Eden Care as an initial service partner, saying its involvement provides a starting point for helping citizens understand available health insurance services. However, Ingabire said the platform must provide dependable, accurate and regularly updated information, remain affordable and protect users' personal information. She also cautioned that where the assistant cannot provide a reliable answer, it should acknowledge its limitations rather than generate misleading information. She called for the platform's impact to be measured beyond the number of calls received. “We must have the right indicators where we really ask: Did the caller understand the answer? Was it helpful? What are the next steps? And has the problem been resolved?” she said. Ingabire challenged MTN and its partners to use the first 100 days after the launch to identify one recurring problem faced by citizens and demonstrate how Miss Baza could provide a practical solution. She also called for integration with Mbaza, a government information platform launched under the Ministry of Local Government, to ensure citizens receive consistent answers across the two platforms. Partnerships key to expanding AI access Miss Baza builds on the 845 service, which MTN and its partners have used to deliver information through basic phones and voice-based communication. Its evolution into an AI-powered assistant allows users to move beyond prerecorded information and engage in natural conversations. According to the partners, the technology converts a caller's voice into text, processes the question using AI and delivers the response through voice. Viamo provides the voice and platform infrastructure, while Google's Gemini technology powers the conversational AI capabilities. Pindo has also contributed to the voice and language AI infrastructure. The system can incorporate information from government institutions, businesses and civil society organisations, allowing them to provide specialised and locally relevant content. As partnerships expand, for instance, farmers could receive agricultural guidance and be referred to experts or relevant institutions when the assistant cannot fully resolve their questions. MTN and its partners also indicated that existing information resources and call centres could be integrated rather than duplicated. Ultimately, the platform's success will depend on the availability of accurate and updated information, affordability and its ability to provide answers that translate into practical benefits for users.
