Improve Customer Experience (CX) using fault prediction models to identify/address issues before they occur

The Business Need/Challenge

The ever-changing competitive telecom ecosystem and demanding consumers are challenging the DSPs to redefine their consumer experience capabilities. Increasing call volumes, complexity of service management systems, and tightened budgets call for an automated and efficient digital care channel.

Given this scenario, new technology platforms and process improvements are essential to tacklethe inefficiencies such as reactive handling of the consumer issues, multiple siloed systems, high operational costs, and slow adoption to digital strategies & channels.

What we do

Contact center operations are often outsourced and remains detrimental because back office outsourcing providers lack the incentive to drive call reduction. As an independent consulting, technology & network services partner, Prodapt can help DSPs drive significant process efficiency and cost savings.

Prodapt has a proven methodology to bring together multiple commercial and in-house technologies to deliver a compelling CX-driven Digital Contact Center solution that commits tangiblebusiness outcome in customer experience.

Prodapt’s deep DSP domain knowledge combined with an early adapter advantage of Robotic Process Automation , together powered by Artificial Intelligence /Machine Learningwill aid service providers to mature, monetize, and modernize their contact centers.

Key problem areas and our solution approach:

  1. Proactive fault handling– Custom ML-based solution built using our in-house ML framework, Synapt
    • Ability to predict outages and service degradation for customers – prediction to fix issues before they occur, or customers’ notice
  1. Digital self-service &call deflection to messaging – best-in-class messaging platforms like Liveperson
    • Deflect calls from Interactive Voice Response (IVR) to messaging (SMS, WhatsApp, Apple Business Chat, etc.)
    • Automate messaging responses to standard queries
  1. AI-assisted automation for contact center agents – Combination of RPA and ML -based next-best-action for agents built using Synapt
    • Enabled by 360-degree customer  view and next-best-action recommendation
  • Dramatically improved customer experience due to reduced wait time
  • Improvement in NPS by 10-20%
  • Reduction in callvolume by 35-45%
  • Enhanced agent productivity by 25-30%
  • Improvement in first call resolution by 10-15%
  • Reduced call escalation and non-productivetruck rolls by 10%
  • Significant cost savings – as an illustration, for a DSPhandling ~12 million technical support calls per year, projected savings will be 30-35M USD per year
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IPsoft provides conversational AI for complex use cases. IPsoft's Amelia summons insights to give customers personalized, informed experiences

null

LivePerson powers the at-home workforce with Conversational AI and messaging.

null

Automation Anywhere is the only cognitive robotic process automation platform designed to automate any business process in the modern enterprise.

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With Watson, you can bring AI tools and apps to your data wherever it resides.

+ Our Offering

Prodapt’s deep DSP domain knowledge combined with an early adapter advantage of Robotic Process Automation , together powered by Artificial Intelligence /Machine Learningwill aid service providers to mature, monetize, and modernize their contact centers.

Key problem areas and our solution approach:

  1. Proactive fault handling– Custom ML-based solution built using our in-house ML framework, Synapt
    • Ability to predict outages and service degradation for customers – prediction to fix issues before they occur, or customers’ notice
  1. Digital self-service &call deflection to messaging – best-in-class messaging platforms like Liveperson
    • Deflect calls from Interactive Voice Response (IVR) to messaging (SMS, WhatsApp, Apple Business Chat, etc.)
    • Automate messaging responses to standard queries
  1. AI-assisted automation for contact center agents – Combination of RPA and ML -based next-best-action for agents built using Synapt
    • Enabled by 360-degree customer  view and next-best-action recommendation
+ Business Outcome
  • Dramatically improved customer experience due to reduced wait time
  • Improvement in NPS by 10-20%
  • Reduction in callvolume by 35-45%
  • Enhanced agent productivity by 25-30%
  • Improvement in first call resolution by 10-15%
  • Reduced call escalation and non-productivetruck rolls by 10%
  • Significant cost savings – as an illustration, for a DSPhandling ~12 million technical support calls per year, projected savings will be 30-35M USD per year
+ Partners
null

IPsoft provides conversational AI for complex use cases. IPsoft's Amelia summons insights to give customers personalized, informed experiences

null

LivePerson powers the at-home workforce with Conversational AI and messaging.

null

Automation Anywhere is the only cognitive robotic process automation platform designed to automate any business process in the modern enterprise.

null

With Watson, you can bring AI tools and apps to your data wherever it resides.

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