For telecom providers, virtual assistant apps are the next wave of improving communications.
Virtual assistant apps are AI (artificial intelligence) programmes that customers ask questions and give commands to. The apps use elements like ML (machine learning) to understand and respond to customer questions and commands, the same way that Apple’s Siri and Amazon’s Alexa can make calls or update your calendar.
Recently, leading telecom providers have been using virtual assistant apps to improve customer engagement, streamline communications and increase profits.
Offering potential savings of £840m in customer care management by 2022, it’s no surprise telecom providers are turning to virtual assistant apps. Whether using existing applications or custom-building their own virtual assistants, telecom companies are predicted to invest £9bn in the technology over the next five years[i].
A great example of telecoms provider building their own virtual assistant app is Vodafone, with the arrival of TOBi.
Vodafone built the virtual assistant app after being faced with a £4.6m fine from Ofcom[ii] after an error moving to a new IT system caused over 10,000 customers to be falsely charged for top-up-credit.
Working as a text chat, TOBi is directly accessed by the customers through their web chat service. Integrated into most of Vodafone’s systems, TOBI can directly respond to most customer questions and queries instantly and even make certain changes to their accounts, freeing up time and demand on their staff.
Virtual assistant apps are perfect for simple requests and giving information to your customers. They are an excellent way to solve easy customer demands and problems, without a member of staff having to get involved.
Available 24/7, virtual assistant apps can be accessed by customers whenever, and wherever they are, making them convenient and simple to use solutions for your customers.
Because staff are only called in when they’re needed, virtual assistants also act as a great screening system. While most simple requests are solved without staff involvement, virtual assistant apps also reduce call queues and customer waiting time. Reduced queues will also help ease the workload and demand off your staff, so they can work more efficiently.
Each conversation that customers have with the virtual assistant apps will also be stored and analysed for up-to-date data, giving you real-time insights to further improve the communications and efficiency of your business.
Overall, virtual assistant apps make the perfect addition to telecoms providers to improve customer service and communication, save time and increase profits.
For more information about the impact of virtual assistant apps on telecoms providers, get in touch today.