Introduction
A leading telecom operator in Europe was struggling to resolve customer queries in time – as the load was too much to be handled by their human staff. Hiring more people would be expensive. So, they turned to the only possible solution for their problem – one that was simple and user-friendly yet futuristic and classy – an AI-powered conversational app. When they approached Cogniwide, they wanted their solution to
- Handle common queries from customers effectively
- Simplify the customer onboarding process
- Include all the functionalities from their web and mobile apps into the conversational app
The Story behind the transition
The support staff at all telecom organizations have their hands full every day with hundreds of customers requiring critical information and lots more wishing to register for their service. What might seem like a manageable task initially grows into a humongous task quickly. That is what happened with a leading telecom operator in Europe.
While they had web and mobile apps to simplify the process for the customers, the staff were always up to their eyeballs in work – most of which was repetitive and mind-numbing. The management wanted to ensure that their customers didn’t have to wait for answers while their agents searched for solutions to customer queries. As the customers’ increased, so did the workload. Hiring new staff would only decrease the bottom line. Hence, the organization’s management decided to hire a virtual assistant – Google Dialog.
Powered by Google’s leading AI, Google Dialog could support rich and intuitive customer conversations. Easy to deploy and simple to use, Google Dialog interacts naturally and accurately with customers. The organization wanted to tweak the product to ensure that it worked according to their industry and requirements. And our team stepped up and rose to the challenge as usual.
The Opportunity provided by AI chatbots
With several customers requiring help or information at once, the organization’s support team remained overstretched. Would they cater to existing customers who needed immediate assistance at all hours of the day or converse with new customers who wanted to use their service for the first time? Though they managed with web and mobile apps, it was nowhere close to what they could achieve if they could make support and sales all hours of the day, all days of the week.
Why the leading telecom operator in Europe Chose Cogniwide
Cogniwide boasts of a crew with niche skills. Our team, experienced in operating our own AI chatbot CogniAssist, could handle the challenges that were sure to come up while incorporating Google Dialog with their existing applications. This was the primary reason why the organization opted to work with Cogniwide.
Hence, the organization employed our product engineering skills and chose to go ahead with Google Dialog integration with their web and mobile apps.
How Cogniwide helped incorporate Google Dialog for the client
The reputed European telecom operator offers services and sales of mobile and Wi-Fi devices in the home and mobile categories. Agents had to shuttle between these two categories as and when customers asked for information. For instance, if a customer asked for their PUK code, which is relatively routine, an agent had to search for the detail and provide it to the customer. This resulted in the loss of precious person-hours.
However, after integrating Google Dialog, the chatbot could switch between the context of home and mobile with alacrity without requiring an agent’s help. Additionally, if a customer required any essential information, it could search the database and respond instantly and intelligently. Furthermore, once a customer ‘spoke’ to the chatbot, their details would be stored in the cache memory, resulting in quicker access to information if they required it again, any time in the future. The solution could handle five customers at a time, faster than humans, and freed up the valuable time of agents to handle complex queries. So, what would happen if more than five customers were waiting in the queue? Or if the question was too complicated for the AI algorithm to process? In that case, the chatbot would hand over the request to live agents, ensuring a smooth transition so that the customer continued to receive quality support.
Additionally, Cogniwide helped specify live-agent timings and holidays. So, if there were no staff to handle complex queries, the customer would be notified with a custom message – ensuring transparent operations that customers expect from the reputed organization.
To enhance sales without being pushy, the organization also wanted a feature where the customers would receive suggestions on the Best Next Action that they could take. For instance, if the customer conversed with agents about internet connectivity, they would receive suggestions about Wi-Fi bundles.
When it came to handling stoppages, Cogniwide modified the solution to display messages to the customer according to the situation – messages that clarified if it were a section-level disruption or an app-level downtime. This helps customers to check back once outages get resolved. What’s more, the solution was so simple that the agents could learn to use it with minimal or less training. Further, with the power of Google AI as its backbone, customer service has become a cinch for the agents and the organization.
Highlights
- Powered by Google AI
- Easy to use
- Content Switching between product categories
- Cache memory recall for faster response
- Seamless handover to live-agents
- Ability to set live-agent timings and holidays
- Best Next Action suggestions for customers
- Downtime notifications
The Results
Despite being a leading telecom operator in Europe, this reputed organization proactively leveraged Google Dialog for enhancing customer service and selling services. This helped them stay ahead of the competition. So far, the response has been encouragingly positive, as the organization now handles more requests quickly and efficiently. The agents focus on demanding tasks resulting in a more productive organization looking to grow more and more in the coming years. We are sure that they will too, for it has the combined might of Google AI and Cogniwide on its side.
