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This talk discusses how Artificial Intelligence (AI) can improve customer experiences within the telecommunications industry (telecoms).
Traditional customer service channels, like phone calls or in-person resolution at a customer care center, often become overwhelmed with the growing volume and complexity of customer inquiries and complaints. This can lead to long wait times, frustration, and eventually churn.
Conversational AI agents built on hyperscalers, powered by both traditional and Generative AI models, can empower telecoms to deliver more efficient and personalized customer experience. These agents can answer customer questions about bills, plans, and data usage, reducing call center workload volume. They can guide customers through common and simple troubleshooting steps, improving self-service capabilities of customers. They can also use customer usage data to offer personalized recommendations to the customers.
Leveraging these agents can optimize customer service operations by offering 24/7 customer support, freeing up human agents for more complex issues, improving customers’ self-service capabilities, and contributing to enhancing customer satisfaction and loyalty.
This talk offers a practical roadmap for telecoms to leverage AI and improving the customer experience.