The client’s experience lives a deep transformation in what to the telecommunications sector refers. And, it is not only about digitizing, now the objective is to take advantage of technology as an ally to respond to a market marked by high client rotation, cost pressure and the growing demand for personalized experiences.
In this context, the adoption of artificial intelligence (AI) conversational and omnicanal platforms has accelerated in response to three priority challenges: improve collection, reduce customer escape and optimize customer experience. According to internal Inconcert data, 77% of telecommunications operators and BPO companies already invest in AI agents to achieve these strategic objectives.
The digitalization of customer experience
Smart automation and agents not only optimize equipment productivity, but also accelerate the Onboarding of new agents and improves customer retention by more than 30%. At the same time, centralized omnicanal management reduces waiting times to less than 20 seconds, increases resolutions in the first call and speeds up management, offering a faster, faster, fluid and personalized experience.
“The difference is no longer in the service, but in how each company converts the interaction into tangible value for the client. Customize each contact and ensure that each interaction strengthens loyalty is key. Those who understand it will lead the evolution of the market and mark the course of the sector, says Paolo Boni, CEO of Inconcert.
The adoption of artificial intelligence (AI) conversational and omnichannel platforms has accelerated in response to three priority challenges: improve the uptake, reduce customer leakage and optimize customer experience
Telecommunications client experience: a paradigm shift
The telecommunications sector is going through a radical transformation in the way of relating to its users. Digitization is no longer enough: now the great challenge is to take advantage of technology as a strategic partner that allows responding to a highly competitive environment, where customer rotation predominate, pressure to reduce costs and demand for increasingly personalized experiences.
In this scenario, artificial intelligence (AI) conversational and omnichannel platforms have gained prominence by attacking three central objectives: capturing new users, minimizing customer loss and raising the quality of the service. According to INCONCERT figures, 77% of telecommunications operators and BPO companies already allocate investments to agents based on AI with the intention of complying with these goals.
IMPULSE TO DIGITALIZATION OF EXPERIENCE
Smart agents and advanced automation not only increase the efficiency of the equipment, but also reduce the formation times of new employees and help improve customer retention by more than 30%. At the same time, the omnicanal centralization allows waiting times to less than 20 seconds, raise 15% resolutions in the first call and offer a faster and faster service.
The obstacle: traditional processes and unhappy users
A large part of the operators still work with inherited schemes and lacks digital solutions capable of climbing. This situation directly affects the customer experience, which translates into fragmented attention, little agile processes and a high level of abandonment. Given this, many users migrate to more dynamic alternatives, leaving lagged companies without the possibility of taking advantage of new opportunities.
To reverse this situation, INCONCERT proposes a combination of solutions that allow transforming the care model in the Telco. With incnect, all contact pathways are unified on a single omnicanal platform:
