Not using AI for customer service processes is just similar to participating in a Formula One race driving a jalopy. That’s why it’s no surprise that many telecom companies are leveraging AI-powered contact centers to respond to their customer’s queries and resolve their issues as soon as possible. As GQ Fu, the co-founder and CEO of Florida-based outsourcing company LTVplus, said in a podcast, “human customer service agents will have so-called ‘superpowers’ through AI assistance.” How right he was! He asserted his statement by saying, “AI allows your current team to support many more customers at higher quality.”
This blog post discusses the various reasons behind telecom companies leveraging AI-powered contact centers. So, without further ado, let’s dive right into the blog post and gain valuable insights into how AI contact centers have revolutionized customer service for telecom companies.
Reasons Behind Telecom Companies Leveraging AI-Powered Contact Centers
With the ready availability of a wide range of sophisticated AI tools, what a loss it would be to not make the most out of them! Telecom companies leverage AI-powered contact centers due to many reasons, which among them are:
1. Automation of Routine Tasks
Before the advent of AI-powered virtual assistants and automated contact center solutions, customer service representatives had to manually perform routine and repetitive tasks. No matter however inefficient the activity was, there was no way to automate those.
But after the easy availability of AI tools, automating routine tasks became easier than ever before for telecom customer service agents! AI-powered chatbots and virtual assistants can handle massive volumes of routine customer queries and resolve the issues fast. By automating repetitive tasks, the tools can also streamline call center operations.
By leveraging generative AI, telecom companies empower their human agents to give quality time to complex customer issues as well as ensure consistent service delivery and efficient support. Sophisticated AI tools can help agents personalize customer interactions.
2. Seamless Omnichannel Communication
In the pre-AI era, even though many telecom companies supported omnichannel communication, things were different back then. Telecom customer service centers used multiple channels, no doubt. But the transition was not as seamless as it is now. It resulted in disjointed customer experience and increased frustration due to repetitive interactions and delayed resolutions of customer queries.
Now, AI-powered contact center solutions have taken omnichannel communication and operational efficiency to a whole new level! Apart from the good-old voice calls, text messaging, instant messaging, and email, AI tools have added chatbots, virtual assistants, and many such channels into the mix.
Telecom companies that leverage natural language processing tools, deliver effective telecom customer support and improve customer service. The service delivery not only goes up by several notches, but the seamless integration of AI tools with several communication channels help telecom companies meet rising customer expectations.
3. 24/7 Customer Support
Just imagine a scenario when some customers try reaching out to telecom customer support late in the night to resolve their issues but they aren’t able to do so. That would not only quash customer expectations but would paint the telecom companies in an extremely bad light.
Before the mass availability of AI-powered tools, virtual assistants, and natural language processing tools, telecom companies relied on human agents to provide round-the-clock customer service. That meant a number of telecom customer service agents had to work the graveyard shift to provide technical support. But all that changed after the seamless integration of AI tools with telecom contact center solutions. The emerging AI technologies such as chatbots and sentiment analysis ensure proactive support anytime of the day or night.
4. Save a Lot of Time
Before AI came into picture, telecom companies handled customer queries the tried and tested ways. Nothing wrong with that. Just that it was extremely time consuming for both customers and telecom customer service representatives.
There are stats to drive home the point! A report released by Juniper Research predicted saving up to 2.5 billion hours by both customers and businesses. After going through the report, won’t you agree that automation of telecom contact centers saved a lot of time? You certainly would! Not just that, the usage of AI-powered chatbots resulted in a huge drop in costs for the time spent on customer service queries.
5. Greater Operational Efficiency
When it comes to enhancing the operations of telecom contact centers, AI-powered solutions can be extremely effective. Let’s suppose, some customers contact a telecom contact center to report network outages in their respective areas.
If the telecom provider uses AI-powered chatbots and virtual assistants, then it can handle all such queries efficiently and effectively. Because the problem is the same, AI tools can address all related contact requests in a uniform manner. By doing this, AI tools not only bring down operational costs but also enhance service delivery and first contact resolution (FCR) rate. When telecom companies resolve customer issues on the very first instance of contact, they enjoy a higher FCR rate.
How to Hire Top AI Developers in the USA: A Complete Guide
Taking Everything Into Consideration
In the competitive market, telecom companies have very few differentiators. The quality of service, pricing plans, and terms and conditions of one service provider are almost similar (if not identical) to the other. In such a scenario, customer service could be a major differentiator. The way a telecom company delivers customer support and technical support can make or break its business.
Modern telecom service providers must leverage the right tech stack to stay ahead in the race. AI-powered contact center solutions are among the best tools telecom companies can leverage to resolve customers’ queries and issues at a faster rate. If you are in the telecom sector, you must see to it that you handpick the right AI-driven tools for automating routine tasks and reduce costs to a huge extent.