SUCCESS STORIES / Product Engineering

Intelligent BOTs for closer customer connections

How a leading service provider in LatAm managed network outages by leveraging an AI-powered conversational framework

One of the biggest challenges that service industry contact centers face is managing sudden spikes in calls due to mass outages. 29% of the calls to service providers’ contact centers are related to network outages.

What do they do if the call volume slips out of control?

What strategies and tools should service providers employ to proactively identify and communicate the faults and outage issues to their customers?

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38%reduction in OpEx

36%decrease in contact center calls

2X increase in NPS

Client Situation

Our client, a leading telecom giant in Latin America, was facing challenges in managing customer experience during network outages. Unanticipated call volumes in their contact centers due to network outages posed a serious threat.

Failure to notify and respond immediately during network outages led to increased call volumes, customer dissatisfaction, low NPS scores, high OpEx, and reputational loss. They feared customer churn.

Rethinking customer outage experience and implementing proactive communication enhance customer experience.

Diagnosis

The client lacked a way to send proactive notifications on outages to prevent the surge in contact center calls and customers’ frustration. Their efforts to build a system to send out proactive notifications were ineffective due to complexities in integrating with the legacy environment.

In addition, due to network outages, there was a surge in rebate requests for the impacted period. With no tracking mechanism for rebates, the customer experience was compromised. As a result, they had to increase resources in their contact center to handle such calls. These factors led to customer dissatisfaction and high operational cost.

Solving It

Prodapt provided an AI-powered conversational framework to inform customers proactively about outages and facilitate bi-directional communication to enhance customer experience.

We provided a central outage dashboard to capture, categorize, and store relevant outages. We integrated LivePerson, a Conversational AI engine with custom-built outage monitoring BOTs to trigger smart notifications via configured channels like WhatsApp, Telegram, etc. The solution could send notifications on outages, service interruptions, maintenance status updates, and resolution status. It can also handle customer queries and divert complex queries to live agents without impacting the customer chat experience. The client was also able to cater to outage-related rebate requests effectively.

Successful implementation of this project resulted in a 36% reduction of contact center calls. The client could also enhance customer experience and is expecting a 2X increase in NPS. The decrease in outage calls helped in cutting operating costs by 38%.

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