Revolutionize your Customer Experience with AI Powered Omnichannel Digital Telecom Solution

Overview

Telecom Companies have benefited from this pandemic as it prompted the adoption of digital platforms and this has caused a huge growth in their industry during the disruptive pandemic. The unexpected surge in digital connectivity and a global shift towards digitization present new and unbanked opportunities for telecom operators. Further, the preferred channel of communication for the customer has moved beyond the traditional IVR Systems, Web and Mobile Apps to now social messaging platforms and asynchronous messaging platforms like SMS. A recent study by TechCrunch states that there has been a 40% surge in social media traffic. The telecom operators have to be where their users are spending most of the time. As per the survey conducted, about 68% of visitors prefer to communicate on social media channels like WhatsApp and Facebook Messenger instead of using a phone IVR system or website. The digital revolution is moving forward, and telecom operators are well aware that they need to get on board.
The question is, what can Telecom Operators do to leverage this shift in end-user behavior?

Smart Telecom Omnichannel Solution –
Building the Future of the Telecom Industry

Advancement in Artificial Intelligence (AI) & Natural Language Processing (NLP) is sweeping across various digital platforms. By leveraging this opportunity, Streebo in conjunction with its leading technology partners IBM, Google and Amazon has tried to resolve the key business challenges by extending the digital properties across widely-used voice and chat channels in order to revolutionize the customer journey.

Fig – Logical Architecture of Streebo’s Pre-Packaged Omni-Channel Solution

Streebo’s Pre-Packaged Omni-Channel Solution for Telecom

Streebo has rolled out a pre-packaged, ready-to-use omnichannel Telecom Solution (COTS) to elevate and improve your customer experience. Powered by Streebo’s Digital Experience Accelerator (DXA) and Streebo’s (low-code no-code) App Builder, the single code base solution can be managed by both IT as well as Non-IT Team members. The point and click Interface feature in the App Builder allows integration of these solutions with the desired backend system. Leveraging Artificial Intelligence and leading Natural Language Processing (NLP) Platforms such as IBM Watson, Google Dialogflow and Amazon Lex allows easy extension of the web & mobile application across various messaging platforms including WhatsApp, Facebook Messenger, Google Chat, SMS, Telegram, Viber, Instagram, Signal, Google Home, Amazon Alexa, among others.

Streebo’s Omni-channel Telecom Solutions supports below Key Modules

General FAQs (Frequently Asked Questions)

Recharge

Service Status

Create Ticket

Ticket Status

Change/Request a New SIM

Change Address or Other Details

Claim Refund

Raise Dispute

Change Account Plans

Product & Service FAQs

New Product/Service Request

Product/Service Discontinuation

Add New Device or User

Usage History and Records

Customer Support and Query Resolution

Payment Transactions

Notification & Reminders

Generate Receipt

Feedbacks and Reviews

Streebo’s Omni-Channel Solution for Telecom can be deployed on various asynchronous messaging channels.

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Business Benefits

According to a Forrestor & IBM study,

$0.5 - 0.7
is the average cost savings per interaction for the telecom services that are using a conversational interface.

75-90%
of customer queries in the telecom industry will be handled via conversational interfaces by 2023.

Hence the Smart Telecom Solution with presence across channels will result in the following benefits:

Omnichannel Solutions Telecom Industry can increase the digital presence of telecom providers and provide ease of access for communication with the telecom service provider, which certainly helps in increasing the customer base thus resulting in increased revenue.

Streebo Smart Telecom Solution can leverage digital properties like web, mobile and phone IVR systems with multiple digital channels such as WhatsApp, Google Chat, Facebook Messenger, Instagram, Signals, and SMS, among others to easily onboard a new customer.

The Solution is preloaded with telecom providers’ most common FAQs and integrated with their enterprise backends and thus can address up to 80% of commonly asked Tier 1 support questions. Helps live agents to focus on critical issues, which helps in increased productivity.

This is an important feature considering the emergencies of the customer, as poor/no connection can cause losses to the customer. The Conversational Interface provides round-the-clock availability, with instant response across the channels including SMS.

Omnichannel Solutions Telecom Industry can increase the digital presence of telecom providers and provide ease of access for communication with the telecom service provider, which certainly helps in increasing the customer base thus resulting in increased revenue.