FINAL WORD call volumes hit an all-time high , this resulted in lengthy and exhaustive wait times for assistance at the peak of the pandemic , which further aggravated pre-existing customer experience ( CX ) issues .
Though it seemed like an opportune moment for businesses to build stronger relationships with their customers , such times of calamity did not bode well for its hard-earned reputations . That leaves us with the question : Given the track records of customer dissatisfaction and churn , how can telecom providers convert high demand into a sustainable advantage ?
To break it down , whether it be through voice or digital interactions , conversations will always matter when it comes to the business of customer service . If solutions lack the ability to understand end-toend conversations , businesses may find much difficulty in bringing about the type of contact centre transformation that telecoms need for the sake of improving customer satisfaction and loyalty by leaps and bounds .
That is where the need for a conversation-centric , platform-based approach comes in . With the integration of the latest advances in conversational Artificial Intelligence ( AI ), automation , analytics , and other emerging technologies , this allows the opportunity for telecoms to truly understand the conversations between customers and businesses . A conversation-centric AI platform can constructively enhance the customer and agent experience through four key approaches to deliver business value .
Balancing customer satisfaction with intelligent self-service
Self-service channels are often where customers kickstart their initial interactions with businesses . However , the reality is such that many current selfservice options can be frustrating to deal with as they fail to address customers ’ needs effectively . This can be mitigated through the help of a conversation-centric AI platform .
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