Client

In our recent collaboration with a leading player in the telecommunications sector, we undertook two significant projects aimed at enhancing customer service capabilities and operational efficiency through advanced technological solutions.

Our Contribution

Comprehensive Customer Journey Mapping System

We developed a sophisticated system designed to maintain a detailed history of client interactions. This system not only records the time and nature of each customer interaction but also tracks the resolution status and escalation paths. By implementing this system, customer service representatives gained the ability to access comprehensive interaction histories at a glance, enabling them to provide more personalised and informed support. The system's architecture allows for real-time updating and retrieval of information, ensuring that every member of the customer service team has the latest data on hand. This is crucial for resolving ongoing issues and avoiding repetitive or contradictory communications with customers. Additionally, the system includes analytics capabilities, providing managers with insights into common concerns, peak times for customer interactions, and performance metrics of service channels and staff.

Customer Identity resolution

We also focused on identity resolution which involved the merging of multiple customer profiles and related data into a unified account. This process was crucial for addressing issues of data duplication and inconsistency that often complicated customer service processes. To automate and streamline identity resolution, we employed deep learning and machine learning technologies. These AI-driven systems analyse vast amounts of data to identify duplicate or fragmented customer profiles based on various attributes and merge them accurately without human intervention. As a result, customer service agents now encounter fewer errors and inconsistencies, allowing for smoother interactions and quicker resolutions. The integration of these AI technologies extends across various communication channels, including calls, SMS, chats, and emails. This omni-channel approach ensures that regardless of how the customer chooses to communicate with the company, the information they receive is consistent and accurate. The time taken to resolve customer queries has decreased significantly, and satisfaction scores have risen as a result of more accurate and rapid service. The seamless integration of these technologies into the existing infrastructure of the telecommunications provider has set a new standard for customer interaction and service delivery within the industry. Through these projects, we have Showcased our capability to innovate and deliver solutions to modern telecommunications providers. Hence, we demonstrated our strategic approach to enhancing customer service and operational efficiencies through targeted, technology-driven solutions in the telecommunications industry.