How Telia Uses Automation to Generate Direct Revenue via their CS
Telia has transformed its customer service by increasing its deflection rate, improving customer experiences, and boosting agent morale.
New phone deliveries, network issues
Required documents, updating details
Answer questions about specific content available with subscription service.
Customers want to understand if they are able to watch specific upcoming content, based on their current subscription plan.
Match subscription details with content request to inform customers if they are able to view certain content, eliminating the requirement for an agent to do this manual work.
Deflect network outage questions by providing personalized, immediate responses.
Network outages can be a huge frustration for customers and can quickly become the biggest call driver.
By deflecting any questions about outages, providing customers with a personalized update for their area, customers can get instant updates and agents can remain available for more complex cases.
Validate and update billing address to deflect inbound inquiries.
A common contact reason is to change billing address, which is a simple but manual task for agents that often does not offer value adding opportunities.
Verify customer by matching information they provide with data in back office systems. Create a task to automatically push the updated billing address to the correct system.
Transform your telco CX with AI.