Humanizing Telecommunications: Ring in Record Growth with Intelligent Virtual Assistants

AI-powered chatbots, with self-care and instant messaging capabilities, can digitize customer support for telecom companies and help cut customer service calls by 90%

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Benefits of implementing virtual assistants

30%

reduction in customer service
costs can be achieved by deploying IVAs and automating support functions

80%

of routine questions can be answered by IVAs, freeing up agents for more productive work

50%

decrease in call volume
can be achieved by implementing VAs across multiple touchpoints

Kore.ai virtual assistants transform customer service and streamline routine tasks

Automate customer support
Level one customer support requests are often basic and repetitive, tying up resources that could be better put to use solving level 2 and level 3 requests. Chatbots built on the Kore.ai platform can quickly and easily handle level 1 inquiries, such as providing billing details, processing payments, and helping customers address potential discrepancies in their plan. Our chatbots can even be used to help address more complicated support requests by collecting information about the issue and automatically creating a ticket for the support team. This has the added benefit of eliminating human biases from the ticket creation process.

Simplify account management
Agents are often asked for account details like how much of their data has been consumed, how many texts have been sent, how many minutes they have left, and more. Businesses, likewise, often need to know error rates and overall network utilization to ensure they can, in turn, meet SLAs with their customers. Our chatbots can provide a wide range of account services through the web, mobile and social channels of your choice, making interactions with your brand simple and convenient for both customers and agents.

Improve IVR interactions
Customers often have to go through multiple IVR options before they can resolve their issue or reach a live agent. Such experiences can be frustrating for customers, especially if they are in a hurry or the request was relatively simple. Our chatbots, when integrated with your IVR system, can simplify and humanize this experience for customers. Instead of navigating through multiple menus and DTMF rules, users can simply talk to the IVR and get their issues resolved quickly. This results in a more streamlined and positive customer experience from beginning to end.

Optimize field operations
Customer service teams often handle calls from irate customers about the whereabouts of field service technicians. This is complicated by the fact that they often don’t have the most up-to-date information. Changes to these customer requests happen frequently, making it hard for the customer support team to keep track of and juggle customer needs and technician schedules. Our chatbots can streamline field operations by gathering customer requirements and automatically finding the nearest available technician to handle the request. By automating this process, organizations can save, on average, close to 70% of a customer service agent’s time and 40% of a field technician’s time – allowing them to focus on more productive work.

Increase cross-selling rates
Kore.ai chatbots can help increase conversion rates by automatically upselling and cross-selling products to customers and by reducing cart abandonment rates. Chatbots, for example, can be used to provide existing customers with personalized offers on data packages, subscriptions to partner services, or other similar products based on past conversations, user profiles, and purchase history. Our chatbots can even be used to generate new leads for the sales team.

Personalize user experiences
Customers tend to prefer personalized services over one-size-fits-all offerings. Our chatbots make it easy to provide personalized recommendations based on a user’s behavioral patterns and content preferences. Bots can also proactively help customers by integrating with and monitoring backend systems for problems, such as errors flagged by IoT devices, and by alerting support staff via an automatically generated ticket or other method. Field service technicians and other support staff could then examine the ticket and fix any potential issues before they impact operations and your customers.

Kore.ai ‘No-code’ platform that’s a class apart

The Kore.ai virtual assistant platform is an end-to-end platform that was built, from the ground up, with the enterprise in mind and includes all the features telecom companies need to build powerful and transformative virtual assistants at scale

Quickly design, build, implement, and scale chatbots that provide high quality support, whenever customers need it, which helps you win more business
IVAs built on our platform offer 24/7 customer support across all channels – including text, email, mobile apps, phone, websites, and more – with a high degree of accuracy and throughput
Our IVAs free up your people to do what they do best, such as upselling new plans, offering personalized incentives, and monitoring service efforts to ensure all customers receive top-notch support – which in turn promotes brand loyalty
Provide customers with an easier, faster way to get their questions answered and requests completed. Conversational virtual assistants allow you to meet your customers everywhere they are, on the channel of their choice and can replace cumbersome and irritating IVR systems

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Learn more about our telecom virtual assistant

Check out these helpful resources or reach out so we can chat about how your business or organization can benefit from bots built on the Kore.ai VA Platform