A global telecommunications major

AI customer care executive reducing tickets by half

Business challenge

Our client’s business relied on over 5000 contact centre agents who performed most of their tasks manually, making them only available during business hours. Consequently, customers experienced long wait times in call queues, leading to poor customer experience. Moreover, agents struggled to authenticate users quickly, and the volume of calls varied significantly during peak and non-peak hours and seasons, requiring the business to scale up and down its contact centre operations.

Outcome

Within a 10-week period, a customer care AI worker was trained and deployed, providing round-the-clock service with the aid of natural language processing (NLP) capabilities. The AI worker automated grievance handling, refunds, complaints, and change of plans, using a recommender system to advise on tariff plans, renewals, additions, and modifications.

The AI worker also automated user authentication prior to transferring calls to agents, saving time and improving the customer experience. It integrated with upstream and downstream systems to obtain the right data sets for the next best action.

Project outcome metrics

100%
time saved for agents in customer authentication
70%
automated conversations without manual intervention
50%
reduction in tickets
Improved SLA with quick responses to user queries
11,000
Sessions increase after coronavirus outbreak
60% to 82%
improvement in user engagement

Summary of the services used in the project

Eliminate repetitive and manual processes in your organisation with BeyondKognition‚ĄĘ.

Relevant links

Insights & resources

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