Slovak Telekom boosts customer service with AI automation
Slovak Telekom, a subsidiary of Deutsche Telekom, is a telecommunications leader in Slovakia that responds quickly to technological progress and customer expectations.
In response, the company implemented the Virtual Assistant Olivia, which, in combination with NLU and Conversational AI, solves customer requests daily via voice or chat.
By implementing innovative technology, Slovak Telekom strengthened its position as an advanced provider of telecommunications services, which contributed to increased customer satisfaction and sustainable business growth.
Virtual assistant Olivia helps customers of Slovak Telekom every day
Slovak Telekom, a subsidiary of Deutsche Telekom, is a telecommunications leader in Slovakia that responds quickly to technological progress and customer expectations.
In response, the company implemented the Virtual Assistant Olivia, which, in combination with NLU and Conversational AI, solves customer requests daily via voice or chat.
By implementing innovative technology, Slovak Telekom strengthened its position as an advanced provider of telecommunications services, which contributed to increased customer satisfaction and sustainable business growth.
Use cases
Customer service Voice and Chatbots
Channels
Website, Mobile Application
Benefits
Omni-channel 24/7 support
The challenge
Customer service centers with such a large portfolio of services face a large number of incoming customer inquiries every day, but these customers are often left to wait to be connected to an operator because agents are busy.
Slovak Telekom decided to eliminate this negative experience on first contact by deploying an AI virtual assistant. Instead of waiting for an agent, the Virtual Assistant Olivia verifies and identifies the customer problem, and sends this information to the agent who can then follow up on it. According to the identified problem, Olivia can link to an expert in the subject who would advise the best. With some information, Olivia herself can also help and the customer does not have to wait to be connected at all. This was implemented on both main channels: voice and chat.
“By implementing the virtual assistant Olivia, Slovak Telekom strengthened its position as an advanced provider of telecommunications services, which contributed to increased customer satisfaction and sustainable business growth.”
Peter Červenák, Business Consultant, Slovak Telekom
The solution
More than five years ago, Slovak Telekom decided to build its own Virtual Assistant, replacing the tree structure of IVRs on the lines of the customer centre, financial and technical support. The approach to the customer has changed so that we have stopped dictating the topics he wants to address, but we ask him what he wants to address and let him tell us in his own words. We were the first operator on the Slovak market to offer this approach to the customer on voice and chat. Over the years, Virtual Assistant has developed massively.
We have incorporated self-care for technical support, where they can verify you and diagnose your problem in case of fixed service failure. It can also solve simple problems, using the same systems as agents. In 2023, we have introduced one common number for all residential customers 0800123456, where right from the start, when the customer says what they want to resolve, the combination of NLU and ChatGPT will make it even better to identify and put the customer in the right branch and the right department. A significant benefit of this solution is that we can resolve up to a third of customer interactions already in the Virtual Assistant.
The impact
3.5M
Interactions with the virtual assistant yearly
35%
Of queries about technical issues resolved
24/7
Customer support
Slovak Telekom’s partnership with Born Digital has transformed customer interactions, ensuring 24/7 availability and seamless omni-channel access. With reduced waiting times, customers can connect via voice or chat, complemented by convenient callbacks. The integrated chatbot, across Slovak Telekom’s main webpage, mobile app, and internal systems, exemplifies innovative solutions. The ongoing use of GPT for voice intent recognition and chat knowledge base demonstrates a commitment to cutting-edge technology, enhancing Slovak Telekom’s overall customer experience.