FROM OVERWHELMED TO OPTIMIZED: HOW A MAJOR TELECOM REDUCED CUSTOMER WAIT TIMES BY 70% WITH GENAI-POWERED CHATBOTS
Keywords:
Generative AI, Customer Service, Telecommunications, Chatbots, Digital TransformationAbstract
This case study examines how a leading telecommunications company revolutionized its customer service operations by implementing Generative AI (GenAI) powered chatbots. Facing increasing call volumes and declining customer satisfaction, the company deployed advanced AI technology that led to a 70% reduction in customer wait times and a 35% increase in Net Promoter Score within six months. The study details the challenges faced during implementation, including customer resistance and system integration issues, and how these were overcome. It also explores the key features of the GenAI chatbot, such as complex query handling, multilingual support, and proactive issue resolution. The article further discusses unexpected benefits, including data-driven insights and improved employee retention, and concludes with lessons learned and best practices for successful AI implementation in customer service.
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