In today’s hyper-connected world, communications companies (Telcos) face a relentless challenge: ensuring a seamless and satisfying customer experience amidst the demands of modern communication. Fortunately, artificial intelligence (AI) is emerging as a game-changing ally in this pursuit, transforming the landscape of customer interactions and paving the way for an enhanced AI-driven consumer experience.
AI-Enhanced Customer Engagement for Maximising Customer Value
Humanising Customer Support with GenAI
AI-Infused Billing and Subscription Management
AI-powered Remote Monitoring and Management of CPEs
AI-enhanced customer engagement for maximising customer value
Telcos proactively initiate personalised interactions, leading to increased order values throughout the entire customer journey.
Dynamic persona-based recommendations: Telcos harness the power of AI to analyse extensive customer data and transactional parameters, shaping unique personas for each customer. These personas evolve in real-time based on customer behaviours and preferences. Imagine a scenario where AI identifies a customer holding multiple smaller plans and offers a personalised upsell bundle with added benefits.
These recommendations are tailored to their persona by considering more than 35 attributes including- service usage patterns, data consumption, call patterns, add-on subscriptions, and more.
Contextual in-the-moment offers: By harnessing AI’s capabilities, Telcos can deliver ‘next best offers’ and ‘next best products’ in real-time, all driven by an intricate understanding of changing customer behaviours and contexts.
Data Privacy and security: The advent of AI capabilities has empowered telcos to create and execute highly personalised campaigns without the need to access or share their customers’ personally identifiable information (PII). Advanced AI models excel at dissecting transactional and behavioural patterns within a customer dataset, enabling the creation of multiple customer segments.
Humanising customer support with GenAI
Communications companies worldwide are keen to embrace the transformative power of Generative AI (GenAI) to enhance customer service and support capabilities. This innovative approach harnesses Large Language Models (LLMs).
Elevating Quality and Accuracy with AI-Enhanced Knowledge Content: AI plays a pivotal role in creating reusable knowledge content for customer support. GenAI’s natural language processing enables the generation of accurate, up-to-date, and contextually relevant knowledge bases. AI-driven learning enhances customer support communications.
These resources empower support agents with the latest information, ensuring they provide customers with accurate and high-quality interactions.
Enhancing Productivity through AI-Driven Efficiency: GenAI significantly reduces the average issue solving time for customer support teams. By leveraging AI’s ability to quickly analyse vast amounts of data and historical customer interactions, support agents can access combination of solutions in a fraction of the time it would take using traditional methods. This leads to faster issue resolution and improved overall productivity.
Empowering Self-Service Tools with Conversational GenAI Agents: GenAI-driven virtual agents are not just conversational; they are highly sophisticated, human-like AI entities. These virtual agents are equipped with the ability to understand and respond to customer inquiries in a natural and empathetic manner. They provide customers with self-service tools that are intuitive and efficient, offering solutions to common issues without the need for human intervention. This not only enhances the customer experience but also frees up human agents to handle more complex tasks.
AI-infused billing and subscription management
In the realm of communications, billing is an intricate and ever-evolving procedure, encompassing the collection, analysis, and presentation of data from diverse sources. These sources include network usage, customer profiles, tariff structures, and promotional offers. One of the recurring hurdles communications encounter is billing discrepancies, which often translate into increased contact centre inquiries.
AI-Enhanced Anomaly Detection for Consumers—Preventing Bill Shock: In the communications sector, AI analyses current usage and billing data against past cycles, flagging anomalies like high or low usage or bills. For high usage or billing, AI-driven analytics confirm accuracy. And with low usage or billing flags, customers are likely to churn, enabling proactive customer service intervention. Consumers can also benefit from this by integrating with lighting and appliances that can provide seasonal suggestions to save energy and switch suppliers dynamically.
AI-Powered Real-Time and Predictive Billing Analytics: AI, in conjunction with real-time analytics, empowers communications operators to adapt to evolving customer needs swiftly. Real-time billing analytics provide instant, precise insights into billing performance, customer behaviour, network usage, and revenue generation.
Predictive billing analytics enable operators to anticipate future trends, opportunities, and challenges. These AI-enhanced real-time and predictive insights drive optimisation in billing strategies, elevate the customer experience, and enhance competitive advantage for communications operators and service providers.
AI-powered remote monitoring and management of Customer Premises Equipment (CPEs)
Providers are increasingly shifting towards developing and overseeing their own CPE infrastructure. This strategic move empowers them to offer enhanced customisation, and differentiate their services, all with the support of AI technologies.
To address these challenges effectively, a robust CPE management platform is essential for efficiently overseeing diverse equipment. This remote management platform should offer real-time monitoring and analytics, robust security measures, comprehensive fault management, troubleshooting capabilities, and self-service functionality.
Furthermore, it must exhibit flexibility and scalability to accommodate the growing demands in the future. By incorporating AI-driven capabilities and analytics, this platform streamlines the remote management and monitoring of CPEs, further enhancing operational efficiency and the overall customer experience, while reducing operational costs.
How to get started?
1. Assess Your Current CX Operations: Begin by conducting a comprehensive assessment of your existing customer experience (CX) operations. Tata Elxsi can help in identifying pain points, bottlenecks, and areas where AI could make the most significant impact. This step is crucial to understand the specific challenges AI can address.
2. Define Clear Objectives and Use Cases: Whether it’s reducing customer churn, improving response times, or enhancing personalisation, having well- defined goals is essential.
3. Data Preparation and Infrastructure Readiness: Ensure your data is structured, clean, and readily accessible. AI heavily relies on data, so having a robust data strategy in place is crucial.
4. Pilot AI Initiatives and Continuous Improvement: Start with a pilot project to test the waters. Implement AI solutions in a controlled environment, collect feedback, and measure results. Iterate and refine based on insights gained during this phase.
Partnering with a trusted technology firm specialising in the Telco industry with expertise in the latest AI technology is critical throughout these steps. Your business knowledge and operational expertise are invaluable in guiding your AI partner, from inception to continuous enhancement, ultimately resulting in an elevated customer experience
Explore ICX
Intelligent Customer Experience
- Continuous Monitoring
- Anomaly Detection
- Dashboards and Reports
- Seamless Connectivity with Cloud
AI-Powered Self-Healing
- Insights from historical customer care data and tickets
- Telemetry Analysis for past issues
- Operational Efficiency” Allows agents to perform tasks independently
- Reduced Manual Work with automation and AI
