Conversational AI in the Telecommunications Industry - Benefits and Use Cases
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As the world becomes more reliant on telecommunications, it is crucial that companies consider different alternatives for handling certain tasks, and understand how certain alternatives can benefit them in terms of efficiency and cost. While 5G opportunities increase and continue to change the essence of connectivity, new possibilities for technological development are constantly emerging. In fact, the implementation of 5G means mobile data traffic could triple by 2029. This drastic increase in web traffic means there will be an even greater workload on telecom operators and providers, who are already operating in an extremely competitive market.
The way telecommunication companies can set themselves apart from their competitors is by offering unmatched customer experience. It is true that customer service from telecom providers is often unreliable, so breaking this stigma can establish your company as a top option. This is a result of overloaded customer service representatives, who can be relieved by the inclusion of conversational AI. Chatbots allow providers to assist their customers in the most convenient way, including 24/7 agent availability, decreased waiting times, and full support for frequently asked questions.
Benefits of Conversational AI
Implementing conversational bots as a primary line of communication between a company and its customers has a wide range of benefits. From cost saving solutions to strategies for improving different aspects of the customer experience, the Born Digital platform can help telecommunications companies achieve goals like:
- Improved Customer Experience
- Reduced Costs
- Sales and Marketing goals
- Increased Engagement
5 Use Cases for Telecom
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Smart Routing
Telecommunications phone lines are continuing to get busier as companies continue to offer more services. Therefore, it is important that telecom providers are delegating online/ telephone traffic in the right direction, to maximize efficiency. Conversational AI can analyze customer service data to understand how to optimize the routing of web traffic, and avoid unnecessary and unhelpful transfers. This can decrease wait times for callers and increase the possibility of helping clients successfully, improving customer satisfaction.
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Checking Billing Statements
Conversational AI bots are able to access customer accounts, using information provided by the customer to verify their identity, and can provide information about billing and payment history. Customers who need to check their past or present statements can easily contact a chat or voice bot and be provided with accurate information. They can also make payments through the bots, leaving human representatives available to answer more complex questions from other customers.
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Changing Service Plans
Conversational AI bots are able to access customer accounts, using information provided by the customer to verify their identity, and can provide information about billing and payment history. Customers who need to check their past or present statements can easily contact a chat or voice bot and be provided with accurate information. They can also make payments through the bots, leaving human representatives available to answer more complex questions from other customers.
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Customer Authentication
Telecommunication companies have to ensure the security of their customers’ information and accounts, as most people rely on their services to communicate with loved ones, and connect with others. Using conversational AI can help keep accounts secure by requiring customers to verify their identity before providing them with any information. AI bots are equipped with the information necessary to confirm customer identities and can detect when someone is attempting to gain access to an account that is not theirs.
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Customer Analytics
With Born Digital’s AI analytics, companies can have their data analyzed by a digital assistant, and have visualizations made to help executives understand trends in different aspects of the company. This tool can analyze customer interactions with agents, detect changes in tone and mood, transcribe conversations, and make suggestions for improvement based on data. This can help companies improve their customer satisfaction level and reduce costs where necessary.
The future of conversational AI in Telecommunications
The future of conversational AI in the telecommunications industry is bright. With a constant increase in offerings from companies, there is also an increase in customer size and usage. This opens up many opportunities for AI to be used to better handle frequent customer requests, and analyze the best areas for companies to invest their resources. Currently, telecommunications relies on IVR systems to send automated and prerecorded messages to customers, but with AI technologies, they can send human-like voices in these messages, and include circumstance specific information to better connect and communicate with customers.
With the development of 5G and the seemingly constant release of new IoT devices, conversational AI can be used to manage and control these devices, as they would be able to learn from their individual user and help them in a more personalized way. Chat and voicebots would also be able to provide assistance and information to users when requested, or when they determine it to be needed, like in emergency situations.
Why Born Digital?
The telecommunications industry is unique in the sense that it is constantly evolving, offering new opportunities for companies and customers to expand their usage of mobile data. Adopting conversational AI software is a great option to guarantee customers get the customer service, and any other assistance they may want, when they want it. As the industry continues to expand, these expectations will be more standard amongst customers, and using Born Digital will allow companies to get ahead of their competitors in setting these expectations:
Key features of Born Digital AI include:
- Advanced Integration Capabilities: Seamless integration with any website, as well as CRM, makes Born Digital simple to implement for any telecommunication firm. Requiring no coding on the company’s end, Born Digital’s conversational AI software is convenient for telecom companies to implement into their already existing customer service platform.
- Multilingual Capabilities: Serving companies all over the world, Born Digital bots interact in almost all languages, making businesses accessible to a diverse clientele.
- Sophisticated AI Conversations: Born Digital voice and chatbots engage in natural, dynamic conversations, replicating human interaction for clients to feel heard and understood, enhancing their experience; this is important in telecom as sensitive information like billing and mailing details are being dealt with, and it is important that customers feel comfortable speaking to chat/ voice bots.