How will you describe the empathy aspect of artificial intelligence (AI) in telcos, especially during the pandemic? Why is this important?
In the super-competitive telecommunication industry, providing a positive customer experience is critical as it is tied directly to customer retention and future business growth. This has led to the rapid adoption of AI-powered bots to improve customer experiences with better service speed and quality.
While AI brings established benefits for the industry such as detecting and fixing network anomalies, it can also add value to other less well-known areas, such as providing higher customer satisfaction, greater user engagement, and cost-savings. Providing superior customer service while improving retention and operational efficiency can be a tricky balance to achieve, especially in a pandemic. This requires a data-driven approach that can help forge better customer relationships and reduce churn. This could be achieved with AI by using it to anticipate and address evolving expectations, understand changing needs, and shifts in customer behaviour while respecting customer privacy. It is also pertinent to resolve concerns with empathy while also responding with agility. Imagine the success rate of self-service channels which can understand customer sentiments or intent and transfer this context as conversations move between channels.
So, where does Pegasystems fit in this scenario? How are you helping the telcos deliver better customer satisfaction?
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