Customer relations, especially when conducted remotely via the Internet or telephone, have been subject to automation for quite some time. Indeed, many products were created to supply precisely this type of service for telephone operations. So, the differences between modern customer support and the customer experiences from five or 10 years ago are obvious.
The rise of digital technologies and expansion of worldwide interconnectivity mean that more customer support services are being delivered remotely. At first, this required a vast network of call centers with online assistants waiting to cater to each customer’s every need. Employees were necessary to help those who experienced problems with services, billing or reception, or were just curious about the intricacies of the latest offer.
The arrangement was sufficient for some time, until it began utilize more and more bots or other scripted aids. Bots proved to be a useful, if somewhat generic, part of B2C relations.
All of this led to the introduction of artificial intelligence in customer service operations. AI offered a means of automating more intricate services and improving relations and call-in times, as it could be designed to take over many duties of call center employees. The crucial difference between simple bots and AI is that artificial intelligence is able to deal with non-linear issues.
AI in telecoms
AI solutions can now be found in many institutions, and have been implemented by banks, insurance companies and online shops - the list goes on and on. However, one place where it seems to be truly at home is in mobile telecommunications.
AI is not just for bot-to-human communication. Employing AI solutions in any complex system, such as a telecommunication network, can provide opportunities to reduce human workload and increase problem prevention through constant network monitoring, applying on-the-fly solutions, and providing instant system reactions to any errors or failures that may occur.
Today, there are many ways that a mobile company’s customers can interact with their service provider. Mobile phones are no longer single function devices, as each of them allows the owner to call, text, gain online access and use many different messengers. These channels can be used to contact the provider and express an opinion, request assistance and monitor the current state of the service. A set of communication options this complex means that there are more chances for failure, and growing uncertainty about service delivery, all of which justifies the need for increased expenditure on proactive network monitoring.
Not just talk
The helpful nature of modern advanced AI means that it manages to move from appeasement to problem prevention. While using sophisticated AI-based telecom products, any customer-to-company communications resulting from network failure can be prevented through systemwide AI communications that advise of impending problems and calculate the foreseeable time until a solution will be implemented.
Such services are offered by Comarch as a part of their Intelligent Assurance & Analytics package. By providing a comprehensive one-stop-shop product, IAA facilitates the reduction of many overlapping systems (an ailment affecting even the largest telecom service providers) that create many potential failure points. It automates various processes and thus increases efficiency, allows substantial cost reductions, and, provides improved customer relations management – the value of which is not easy to estimate in purely financial terms.
It is a proactive, automated, intelligent system. Information is sent automatically to all parties concerned, solutions are calculated, and customer demands are met to the greatest degree possible. This is what AI is really for. It is not just about semi-intelligent computer-generated conversations with customers, but rather operates as a system-wide solution, maintaining integrity, scanning for faults and reacting to them before they become problems.
AI is a worthwhile investment in any circumstances, but one that is indispensable when dealing with complex systems and networks.