Telecommunications Case Study
Empowering First-Line Support to Elevate Customer Experience
The client
A Tier-1 wireless network operator in North America aiming to transform frontline customer care by equipping agents with intelligent tools to resolve service issues during the first interaction.
The challenge
Frontline Customer Care agents (call centers, retail) often lack the tools and insights needed to resolve customer network and service experience issues during the initial call.
- Complex Customer Experience Management: Requires manual ticket creation and handoffs from 1st Level Support.
- Unresolved Issues During Call: Leads to lower Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
- Inefficient Interactions: Slow and fragmented processes negatively impact customer perception and increase call center costs.
- Frequent Escalations: High volume of cases passed to 2nd Level Support, driving up operational inefficiencies and delays.
The solution
AI Care NOW empowers frontline agents to become virtual telecom experts, enabling them to efficiently manage customer issues and de-escalate complaints during the first interaction.
Guides agents with AI-driven diagnostics and resolution paths
Achieving up to 95% ticket avoidance, reducing the need for manual incident handling
Reduces escalations and operational costs by empowering agents to manage customer issues
Benefits for the client
Virtual Engineering Assistant
Empowers over 28,000 call center agents with AI-driven, expert-level support tools, and 16,000 retail staff across 4,500 stores, transforming shops into effective first-line care centers.
95% Ticket Avoidance
In the areas covered by the solution, it eases the load on 2nd Level Support and dramatically improves operational efficiency.
Higher Customer Satisfaction
Noticeable NPS improvement among customers whose issues were handled using the Tupl solution.