Revolutionize Telco Customer Service with AI Assistants

Challenge: Customer is frustrated that all their items did not arrive and want an immediate answer on their status.
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Solution: Using the order number, the virtual assistant presents all items in the order and customer selects which item was missing in the delivery.Ticket can also be tagged for prioritization if escalations is required.

Challenge: The client has to identify himself every time he writes.
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Solution: Using the phone number the virtual assistant has the capacity to recognize the user and provide the information requested.

Challenge: The client has doubts or queries about the products and/or services.
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Solution: By using a AI powered virtual assistant, the customer can ask any questions they want to the assistant, and the assistant will provide information just as if they were talking to a human.

Challenge: The client has questions about a claim outside of business hours.

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Solution: By using a AI powered virtual assistant, available 24x7, the client can check the status of their claim as well as add additional information to it without the need for human intervention.

Challenge: Customer often contact support to understand the status of their order. When the information is not easily accesible or obtainable, the agent workload can often be-time-consuming and repetitive to handle.

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Solution: Retrieve information from CRM, using the order ID, and inform customer of status of their order.

Challenge: Business request a copy of their invoice to be sent to them via email.

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Solution: Virtual assistant validates that customer is eligible for receiving invoice by matching data with backend system. Invoice is uploaded to CRM system and the virtual assistant locates invoice and send it to the client.

Challenge: A common contact reason is to change billing address, which is a simple but manual task for agents that often does not offer value adding opportunities.

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Solution: Verify customer by matching information they provide with data in back office systems. Create a task to automatically push the updated billing address to the CRM.

Challenge: Customers often encounter difficulties when their internet or cable service malfunctions, requiring a manual intervention or lengthy troubleshooting process to resolve the issue.

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Solution: Implement an AI-powered virtual assistant accessible through various communication channels (such as website chat, mobile app, or voice command). The assistant enables customers to easily request an automatic restart of their internet or cable service when experiencing problems. By providing a simple and efficient solution, the assistant reduces customer frustration and streamlines the troubleshooting process, improving overall customer satisfaction

Challenge: Customers often encounter technical issues that cannot be resolved through first-level support and require an on-site visit from a technician. However, scheduling these visits can be cumbersome and time-consuming for both customers and support staff.

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Solution: Implement an AI-powered virtual assistant accessible through multiple communication channels (such as website, mobile app, or phone). The assistant allows customers to easily schedule technical visits by providing their availability and describing the issue they're experiencing. Using natural language processing, the assistant can understand and process customer requests efficiently, reducing the time and effort required to schedule appointments. This streamlined process improves customer satisfaction by swiftly addressing technical issues and expediting resolution.

Challenge: Customers often need to transfer their services to a new address due to relocation or other reasons. However, initiating this transfer can be a cumbersome and time-consuming process, involving multiple steps and interactions with customer service representatives.

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Solution: Implement an AI-powered virtual assistant accessible through various communication channels (such as website, mobile app, or phone). The assistant enables customers to easily request and schedule service transfers by providing their new address and desired transfer date. Using natural language understanding capabilities, the assistant guides customers through the process, ensuring all necessary information is collected accurately. By streamlining the transfer request process, the assistant reduces customer effort and improves overall satisfaction with the service provider.