Customer Experience Enhancement In The Telecom Industry Using AI Solutions
About Client
A leading telecom firm offering various mobile, broadband, and enterprise solutions took a back seat in the heavily competitive sector. They couldn’t manage customer satisfaction and there was a rise in customer attrition.
Pain Points
Our customer listed various challenges that led to poor customer experience. They spoke.
- “There is a lack of a holistic view of customer preferences and interactions due to data silos.”
- Customers are not happy with customer support due to long wait hours and poor service quality.”
- nd there is a “rise in customer attrition due to high churn rates.”
Our Solutions
Aegis SoftTech approached the mentioned issues with 15+ years of AI expertise. Our developers have implemented a customer experience platform powered by AI to reduce churn and enhance service delivery.
The Technology Stack We Used
- Apache Kafka
- MongoDB
- R and Python
- SpaCy
- NLTK
- Rasa
- Power BI
- Flask
What we did
- Our engineers built a stunning, real-time Dashboard for the customer support team. It offered a holistic view of customer interactions, sentiment analysis, and churn rate scores to derive data-driven insights
- Our idea of employing NLP to analyze customer feedback was a win. We could analyze data from various sources such as social media, surveys, etc., that highlight the issues.
- Aegis expert team has unified data from various sources into a single source. The data included customers' details such as billing, service usage, etc.
- The Aegis team decided to Implement an AI chatbot to address the redundant inquiries immediately and escalate complex inquiries to human interactions.
- We developed ML models for churn prediction.
Results
The telecom firm was satisfied with delivered solutions to improve customer support.
- There was a 40% increase in customer satisfaction scores.
- There was enhanced customer support as the implemented AI chatbot handles 60% of customer inquiries reducing the wait times.
- There was reduction a 40% reduction in the churn rate in six months.
Future Implications
The outcome of our partnership was successful inspiring the company to look forward to leveraging AI to offer personalized customer experiences based on individual preferences.
Conclusions
Aegis's partnership with the leading telecom firm to improve their customer service and reduce churn rates was successful. Today, The company is reaping the benefits of deploying AI-powered solutions. The project’s win addressed the pain points and positioned the telecom company as a customer-centric industry leader.
