UK Telecom providers are now looking at new ways to improve and streamline B2C support and communications.
Virtual Assistant applications are A.I (artificial intelligence) devices that the customer uses to ask questions and instruct various commands to.
It is predicted that there could be a potential saving of £840m in customer care management by 2022 so this explains why so many telecom companies are looking to invest in existing applications or bespoke customer built virtual assistants.
The telecoms industry is predicted to invest £9bn in technology over the next 5 years.
Virtual assistant apps are the perfect solution to handling really simple customer requests and help reduce the need for staff members to get involved.
These Virtual assistant applications can be accessed by customers 24/7 at any time in any place which makes these solutions more convenient, simple and appealing to use by customers.
Call Queues and Customer waiting time is also reduced as a result of virtual assistant apps being in place.
Reduced queues help reduce the demand on staff so they are able to work more efficiently.
The conversations that customers have with virtual assistants are stored and analysed providing real-time insights to help improve the efficiency of the communications.
Ultimately, virtual assistant apps are the ideal addition to telecoms providers to improve customer service and communication, save time and increase profits.
It is predicted that more telco’s will start to roll out artificial intelligence (AI) and machine learning (ML) automated applications to help them improve productivity and provide their customers with new capabilities.
As more telecom providers make significant investments in these emerging technologies this will enable them to improve operational productivity via automation.
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