TRANSFORMING TELECOM CUSTOMER SUPPORT

A telecom organization faced substantial costs and a negative impact on its
bottom line due to a high volume of calls from a 10 million subscriber base,
averaging one million calls per month.

• Customers used to the ease of connecting with Customer Care (High SL
  delivered)
• Did not have an alternate Self-serve option to sort things themselves
• Billing Defects which were not identified prior to Bill Generation resulting in calls
• Low Mobile App penetration

• Introduction of Virtual Assistant (VA), Chatbot capability. High volume intents were built for VA to handle
• Enhancement to Mobile App to build high volume customer intents on Billing,
• Payments, Fulfillment orders etc.
• Digital Penetration - Deflection to Digital Channels for App Installation through Customer Care
• Introducing certain Plans / Packs at discount via the Digital Channels
• Bill Defects audit & necessary Data Fixes introduced prior to Bill Generation

• 30% Call volume reduction
• 3x increase in the Mobile App Subscriptions with numerous new intents
  added to the App
• Built Digital capability of VA, Chatbot with more intents getting added to
  handle customer queries
• Annual Bottom Line Savings of $4 Million