Chatbots in Telecom

1. What is a chatbot?

We define chatbots as a computer program that users engage with, via a text-based or voice-based conversation, imitating the human language in its natural form using Artificial Intelligence techniques.


2. Where can we implement chatbots?

Multiple industries and multiple businesses have started adopting chatbots, allowing them to manage different aspects of their business without constant intervention by humans. Some of the application areas for deploying chatbots are:

These are some of the prime ways of implementing and utilizing a chatbot, but over the last couple of years, they have evolved into a strategy that determines the success of a business. 

The Telecom industry has various functions and tasks where chatbots play a significant role in improving the quality of service. For example, telecom is one sector that requires frequent and consistent communication between the signal provider and the customer. There’s also a requirement both for uninterrupted communication and ease of access to information. However, it may not always be possible to serve millions of customers, whilst yielding equal quality to everyone. With the help of chatbots, it is possible to achieve the goal of delivering quality service to a large chunk of customers at the same time.


3. How do chatbots contribute to the telecom industry?

1) Improves customer experience

One of the prime focus areas for the success of any telecom company is customer service. The usage of chatbots can drastically improve the customer experience. Customer service is always

evolving, and engaging only over a call isn’t the only touchpoint that customers have.

The long wait time in a call-queue could hamper the overall experience, and can tremendously affect the responsive behavior of customers. This is one of the core areas where chatbots can possibly yield potential benefits in addition to providing 24*7 interactions and engagement with customers. Chatbots can initiate conversations, interact, and answer queries of customers (simultaneously retaining the characteristics of human conversational skills), by helping you jump the usual route of calling and waiting for a long time. 

Deployment of chatbots provides the following advantages: easy accessibility to data/information decreases the waiting time, increases the response time, and personalizes interactions for quick resolutions. To summarize, instead of responding to a recorded voice message, this method is an easier and better way for resolving queries and simultaneously offers a seamless customer experience.

There’s another way of understanding and solving customer problems - the usage of predictive analytics. A chatbot would be capable of predicting the possible and probable issues based on the previous activities of the customer. This enables a quick understanding of the problem and initiates the proactive steps to be taken for helping the customer to find a satisfactory solution.


2) Maximize business opportunities

The cutthroat competition (most of the time) between all the telecom companies often leads to customers seeking out better offers and services. In this case, converting the potential leads (visiting the company’s website or social media channels) into customers would ensure higher revenue.

Understanding a customer’s behavior thoroughly along with previous search history, chatbots can assess and predict which plans would be the best match for their requirements. That means, rather than browsing a website or an application, and skimming through multiple

webpages, the user can interact with a chatbot and figure out the appropriate plan. This allows the telecom providers to convert prospects into value providing customers, all while saving the user’s time.

Another example would be payment chatbots that not only help customers to keep a track of their usage pattern but also send reminders to customers who have outstanding dues, which ensures on-time payments and avoids late payment charges.

In summary, the powerful combination of data analytics and chatbots helps in reducing the operational cost, specifically in the customer support department that includes overheads. It also decreases the chances of manual errors and mitigates the need for constant and consistent human intervention.


3) Generates feedback

For any kind of business, customer feedback plays a vital role in improving the brand’s or company’s services. Listening to your customers, analyzing that data, and acting with appropriate plans helps to offer customer satisfaction.

Irrespective of whether the customer feedback is positive or negative, it has to be minutely examined and analyzed to measure customer satisfaction levels on a consistent basis. Feedback chatbots (on a timely basis) help your company to generate valuable feedback, which can be incorporated for constantly improving the delivered services.

Feedback on numerous aspects of any business can be generated via multiple communication

touchpoints. And based on this feedback, necessary changes are implemented for improving the customer experience and satisfaction.


4) Redirect customers to respective departments

In the first line of service, a chatbot can work as a primary POC for the customers, helping them to find and connect with the expert agent who can resolve their queries. This typical function is very much similar to what we hear when we call on a helpdesk line, such as: “If your query is regarding a

financial matter then press 1, for a technical query - press 2” and so on, but in a much more casual way.

With a defined set of basic questions where any customer is offered a defined set of answers, a telecom chatbot will be able to find out whether:

  • The caller is a corporate business or an individual
  • The customer is new or a repeat customer
  • Account number of the customer, if it is available
  • The inquiry is a technical query, a service failure, a financial matter, or just a general question.
  • A detailed description of the problem (it can be: no or poor connection, slow connection, or payment rejection, overcharge of bills, and so on and so forth).

This way, when (and if) the chat is transferred to a human agent, then the agent already knows the basic information about the customer and knows the problem faced by that customer. Moreover, the initial interaction with the chatbot is useful to ensure that the conversation gets redirected to the correct person who can handle the situation/problem.


5) Handling the repetitive questions from customers

A major chunk of the customer queries (with the support service) consists of repetitive questions:

  • The request for prices, terms & conditions, overall coverage areas.
  • Assistance in the basic setup procedure or tariff adjustments.
  • Request for account status and other personal information.

All of these concerns can be directly handed over to chatbots so that they can simply fetch the relevant information from the assigned database and share it with their customers in milli-seconds.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

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