Artificial Intelligence applications in the telecommunications industry are increasingly helping CSPs manage, optimize and maintain not only infrastructure, but also customer support operations. Network optimization, predictive maintenance, virtual assistants and RPA are all examples of use cases where AI has impacted the telecom industry, delivering enhanced CX and added value for enterprises.
As Big Data tools and applications become more available and sophisticated, AI can be expected to continue to accelerate growth in this highly competitive space. Visual engagement is way beyond just a tool to help you ‘see what your customer sees’ – it’s a centerpiece of the digital transformation. It’s a journey that enables organizations to add vision to more touchpoints, use cases, and departments over time, while automating repetitive tasks. As organizations advance along the path toward Visual Transformation, their visual offerings become more mature. This maturity improves their level of service, enhances the customer and employee experience, optimizes costs, and generates revenues from upsells.
In addition, gather relevant success stories and share these experiences with your staff. Customer success stories provide new users with examples of how other companies effectively used Visual Assistance. This knowledge helps new users feel more confident and comfortable with adopting the new technology.Of course, the selected vendor or third party should have the best practices, know-how and the track record in their Visual Assistance implementation processes.
Vodafone – which has implemented TechSee’s technology and saw a 68% improvement in customer satisfaction – introduced its new chatbot TOBi to handle a range of customer service questions. The chatbot scales responses to simple customer queries, delivering the speed that subscribers demand. Nokia’s virtual assistant MIKA suggests solutions to network issues, leading to a 20% to 40% improvement to its first-time resolution rate.
The next step of a Visual Transformation is where guided assistance walks a customer through the process of capturing specific images before speaking to a live representative. In many cases, these are repetitive tasks that customers can achieve in self-service without involving a live rep at all, such as warranty verification, returns, product registration, and installation. If more help is needed, a warm transfer can allow a remote agent to access the visuals and pick up the case immediately.
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