Telecom operators face increasing operational challenges in the digital era. They must compete to offer affordable, uninterrupted, innovative Telecom services while improving their overall customer experience.
The adoption of AI and intelligent automation technologies in Telecom operations can bring significant benefits in terms of uninterrupted service, innovation, cost competitiveness, customer, and employee experience as well as revenue growth.
Below are the 5 top use cases for intelligent automation in Telecoms company, but many more use cases exist.
Sim Card Activation
Telecom companies go through a vast number of sim card activation on daily basis. Sim card activation is a highly routine and manual process that telco companies perform. If a sim card is not activated the moment the customer receives it, this most notably impacts the customer experience.
RPA can pick up a sim card activation ticket, check the sim card delivery status, automatically activate a card, and send a welcome notification to a new customer. RPA helps Telecom companies deliver a consistent, quality service but at speed, free of human error, and reduced business operational costs.
Seasonal Suspension and Reactivation
A telecoms companies service desk handles multiple account suspension requests from their customers. They are a vital part of the Telecom process and one of the major drivers of customer retention. But the seasonal demand for suspension requests also increases the demand for human labor in certain months of the year. This usually forces telecom companies to incur additional costs in posturing and training seasonal workers to meet the growth in seasonal demand.
RPA can pick seasonal suspension tickets from a service queue, then check and action suspension requests in date and priority order. RPA bots then email the customer confirmation of suspension in a timely fashion ensuring that the task is complete and customer experience remains excellent. RPA bots keep a record of the account reactivation date and automatically reenable customer accounts on demand as well.
Mobile Number Porting
Mobile number port-in is a crucial back-office task driving new customer experience at the onset of their service contract that can be automated using RPA Bots and Intelligent Automation. For example, RPA bots can work on mobile number portability requests created either by an agent or by an IVR.
For port-in, the bot performs system diagnostics before porting and sends a welcome notification once a number has been successfully ported.
For port-out, RPA bots handle encoding with the new service provider’s system and can automatically send a verification SMS for confirmation porting has happened. RPA Bots can also escalate when they suspect porting fraud to their human workers to protect customers and the Telecoms company’s reputation.
Call Centre Agent Assist
One key Telecom company call center measurement is Average Handling Time (AHT) which is the average duration an agent speaks with a customer. Agent’s AHT is highly impacted by the volume of manual work they must do while speaking with a customer. The longer an agent AHT is, the fewer customers they interact with daily.
Yet often agents must put a customer on hold to complete certain account-related requests. RPA bots can execute computer-related tasks that a call center agent must perform about customer inquiries. For example, RPA Bots can process customer requests such as the addition of cable channels or planned upgrades to existing customer contracts. Or RPA bots can approve or reject contract cancellations on behalf of Telecom company agents freeing them to provide far greater levels of customer care.
Complaint Handling
According to PWC[1], 32% of customers would stop interacting with a brand they loved after one bad experience. The adoption of AI and intelligent automation technologies in Telecom company operations can bring significant benefits in terms of customer experience. For example, conversational AI can be utilized as a core component of a Telecom company’s customer service strategy to provide extended customer support. This enables them to provide 24/7 customer service. NLP and AI are intelligently employed to provide customers with solutions to customer inquiries 24/7. RPA Bot can escalate to live or on-call representative for exceptions or VIP clients
Conclusion
Telecom companies often struggle with the level of manual effort required to maintain the uptime and upkeep of customer service demands. Yet Telecom companies are expected to deliver exceptional service levels to their private and business customers daily. The most progressive Telecom companies align exceptional digital strategies with their business strategy.
They are doing this by using RPA and Intelligent Automation as key drivers of value to automate critical business processes impacting customer service, operational cost, and new revenues.
Telecom companies that are hesitant to implement RPA risk missing out on an excellent opportunity to improve their competitiveness. Automation is a key pillar for Telcos to achieve competitive differentiation in an increasingly saturated market.
Isn't it time to address your organization’s concerns and start to implement RPA and Intelligent Automation intelligently?
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Originally posted in the IRPA AI Network — Intelligent Automation