One might think I had a crystal ball and knew when COVID-19 would hit us, as this technology helped the two telecommunications companies I worked for, easily navigate thru the contactless world we live today. Originally the problem we were trying to solve was that the users were complaining about the difficulty for the user to access the options for online LIVE chat with a CSR, or find relevant phone numbers, and contact forms on the website and our user portals. And when the customer finally connects with a person over chat or call, they often did not get the information or answers they seek.
One important fact I realized is that the limited number of people manning the chats and phones, compared to a much larger volume of customer service requests, is the weak link in the process. However, with machine learning-based chatbots, companies can have 24/7 chatbots, helping customers quickly access the information they require with the help of a ticketing system. In addition, chatbots with #NLP capabilities have the ability to interpret the meaning behind the customer’s words. Such chatbots can also detect from a customer’s tone of voice, or word choice if the customer is frustrated or angry. When we launched machine learning algorithms and NLP, our chatbots quickly started to analyze historical information, server ticket data, and networking logs, and the customers’ real-time inputs to deliver a delightful customer experience and to solve the problems faced by the customer.
Apart from offering a better customer experience, #OSS (operational support system) chatbots also played an important role in improving on-site maintenance, reducing technician visits, and delivering significant cost savings to the business.