As one of the largest telcos in the Nordics, with business spanning from mobile to broadband to TV, Telia serves millions of customers. Telia handles up to 75,000 customer service chats per month in Finland alone. On top of this, Telia, as any telecommunications company, faces large customer acquisition costs. For telcos, customer retention, aided by excellent customer experience, is incredibly important. To cushion the high acquisition costs, Telia needed a strong upselling strategy, with the aim to convert customers to new products. In this context, bespoke customer service and advice was a must.
With Ultimate’s solution, enquiring customers can reach out to Telia through chat either on the company’s homepage or from their own client account (i.e. pre- and post-login). In both cases, an intelligent virtual agent greets them and tries to resolve their request. Telia’s automated conversations are powered by Ultimate’s NLP-powered technology; it is able to hold multi-turn, complex conversations in Finnish and to deliver accurate, instant assistance. The collaboration between Telia and Ultimate yielded strong results on all fronts. Telia has been able to completely automate 30% of all chats routed through Ultimate.