Telefónica, the largest telecommunications company in Spain, hired Amelia for its Peruvian call center. The result? Tremendous business value. Watch this story to learn more.
Challenge
Telefónica wanted to replace its outdated automated voice systems in its contact centers in order to improve resolution times and customer satisfaction.
Solution
Telefónica hired Amelia to give customers a more natural interface for communicating with the business.
Results
Amelia handles 4.5 million calls each month, and 100% of all mobile traffic. She resolves almost 20% of calls without any human assistance. She helped decrease customer abandonment rates by 44%.
With Amelia and her global experience in telecommunications, providers can deliver superior customer experiences as well as new efficiencies to their internal operations.
With continued 5G expansion, customers’ expectations for accessibility, personalized service and quick resolutions will only accelerate.
Amelia is trained to understand commonly asked questions in telco call centers, such as contract duration, penalties, balance inquiry (pre-paid), company info, etc.
Beyond those pre-trained areas, Amelia can learn on her own so her skills and knowledge only improves over time. For telco providers, she can have an impact starting on Day One.
Amelia is at her best when she is stretched with high demands on volume and scalability. She is a proven enterprise-class solution to help reduce call/transaction volumes at overwhelmed customer service operations.
This is especially useful when helping customers with managing their accounts. She can process changes and transactions, which means routine questions, such as contract duration, payment penalties, and balance inquiries can be handled at scale with no strain on call center staff. She can also elevate tasks to agents when a human touch is required.
Customers shouldn’t have to wait on hold to upgrade their service, pay bills, or buy new devices.
With Amelia for Telecommunications, companies can process changes and transactions, including plan updates, SIM card changes and more without the need for long queues.
Telecommunications companies are only as effective as their ability to allow customers to communicate.
When servers, networks, or individual devices stop functioning, customers get frustrated. Amelia for Telecommunications is pre-trained to triage customer issues, such as problems with internet, connectivity, voice or SMS, among other issues.
Anything she can fix herself, she’ll resolve directly with customers. If there’s something she’s not trained to fix on her own, she acts as an inbound information-gathering resource for human agents so they can focus on resolution as opposed to standardized information gathering.
Providers that hire Amelia as part of a digital-human hybrid workforce can prevent subscriber churn, increase customer satisfaction and take new services to market faster than ever.
97%
Percentage of Amelia's intent recognition of IT support requests for a global telecom provider.
45%
Percentage of customers that leave telco providers because of poor customer service.
80 Thousand
Number of employees provided IT support services by Amelia at a major telecom client.
78%
Percentage of telco industry leaders who list customer experience as the most important business objective over the next two years.
Learn How Providers are Utilizing AI for Competitive Advantage
Telco providers around the world are under constant pressure to provide high-quality services to millions of customers, especially as we step into the 5G era. Poor customer service contributes to higher customer churn — and providers must do everything they can to prevent it. This has lead many telcos to investigate how conversational AI can make a difference. Read more in our white paper.
Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with automation and conversational AI. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. She’s not confused by catchphrases, regional accents or speech patterns. All of this adds up to a more human experience — an experience telco customers will prefer over time-consuming 800-numbers, generic service emails and scripted simple chatbots.
Interested in meeting Amelia? We would be glad to arrange an introduction.