Client Profile

• Industry: Telecommunications
• Scale: Supporting 10 million mobile users.
• Primary Objective: To lower long wait times for simple questions.

Executive Summary

Phone support costs a lot of money. Because of this, a major phone company needed help. They launched an AI chatbot. As a result, the bot answered most questions instantly.

The Challenge: Long Phone Lines

First, the company spent too much money on phone support. During busy times, phone lines filled up quickly. Consequently, callers waited on hold for almost an hour. For example, people just wanted to check their bills. However, they still waited in the same long line. Ultimately, this made users very angry.

The Solution: Smart AI Help

To solve this, we built a smart AI Chatbot for their website and app.

• Deep Learning: First, we trained the bot to read human text. Thus, it understood common slang and spelling mistakes.
• Fast Actions: Second, we linked the bot to user accounts. Therefore, it could check balances and pay bills instantly.
• Human Backup: Finally, we added a backup plan. If the bot got stuck, it quickly sent the chat to a real person.

The Impact: Instant Support

Most importantly, the new bot fixed the long wait times.

• Huge Help: First, the bot solved 70% of all questions completely on its own.
• Always Open: Furthermore, the bot worked all day and night. Thus, users never waited on hold.
• Happy Users: Ultimately, overall user happiness scores went up by 18%.