Chapter 02
Answer the call of customer needs
Automating AI wisely
(Time to read: 4 mins)
The connection is lost is translation
In telecoms, customer complaints often revolve around poor service quality, long wait times for support and limited access to information. Customers are frustrated over the inability to resolve issues quickly and efficiently and will gladly switch providers if they aren’t getting the help they need.
Voice of the employee
Top 5 contact reasons in the telecom industry2
*Analysis compiled with GenAI powered by the Foundever® AI Factory
Technical issues
Includes cable issues, phone issues, no internet, video issues, slow speeds, login issues, email issues, device issues, network down and troubleshooting
Billing and payments
Includes billing inquiries, higher bills, overcharges, bill disputes, payment issues, credit delays and cancellation requests
Moving home
Includes cable issues, phone issues, no internet, video issues, slow speeds, login issues, email issues, device issues, network down and troubleshooting
Service acquisition and activation
Includes new installations, plan charges, activations, portability requests, adding services or features and device upgrades
Termination and cancellation
Request to cancel services or terminate a contract
Reasons for customer dissatisfaction
Technical problems and poor services
Relates to technical issues including poor signal, slow speed, outages and difficulties with equipment or installations
Customer services
Refers to complaints about the level of customer service provided by the company, including rude agents, long waiting times and unhelpful responses
Cancellation/termination
Refers to complaints related to the process of canceling or resigning services with the company, including difficulties in doing so and issues with fees or penalties
High prices
Refers to customers expressing frustration with high prices, overcharges, rate changes and feeling that they are being charged too much for the services they receive
Promotions, offers
Refers to complaints related to misleading promotions and offers provided by the company, as well as dissatisfaction with the value, benefits or promotional deals
2 Foundever AI Factory, “Analysis compiled with GenAI,” foundever.com.
Using AI as an ally in the contact center
AI is not so new anymore, and as it grows stronger and becomes more common, customers expect to have AI-driven personalized and seamless experiences. In fact, the majority (56%) of global telecom providers saw the impact within a year and had partially or fully integrated AI and automation in their operations.3 If you haven’t gotten on the AI train, it's time to hop on board, because it can be used to become a rock-solid backbone to your contact center.
Self-service
Assess existing data flows and identify where silos exist. This includes evaluating the systems and processes that manage customer data across departments.
24/7 chatbots
AI-driven chatbots and virtual assistants can provide round-the-clock support. By automating responses to common inquiries and offering quick solutions, telecom companies can improve customer satisfaction and loyalty.
3 Statista, “Status of artificial intelligence and automation integration at telecommuications provders worldwide in 2024,” statista.com.
Case study
A multi-faceted chatbot that supports technical issues and drives engagement
chatbot handling rate
bot understanding
The situation
A global TV channel needed a chatbot to support agents on the most common customer requests, automating the resolution of simpler tasks.
The result
- Foundever integrated a chatbot that helped relieve pressure on contact center agents with high volumes of inquiries during a specific show or technical issues.
- The chatbot offered dual language support for all customers in Latin America: Portuguese and Spanish.
- Beyond customer support, the chatbot drove engagement and created content as a key channel for marketing.
How to: Automate AI wisely
For telecom industry leaders, implementing AI in contact centers can reimagine customer interactions, but it must be done wisely and efficiently. Here are some key things to keep in mind on your AI journey to success:
1. Ask: Where can you use AI to enhance any part of the customer journey?
Determine which areas of the contact center can benefit most from AI. This could include automating responses to frequently asked questions, routing inquiries to the appropriate departments or providing personalized recommendations based on customer history.
2. AI and CRM should have each other’s backs
Ensure that AI solutions seamlessly integrate with current CRM systems and other tools. A well-integrated system enables a smooth flow of information and a buddy-buddy relationship that sets you up for a seamless CX.
3. Monitor and pivot when needed
Continuously track the performance of AI solutions and gather feedback from both customers and agents. Regularly reviewing and optimizing AI systems will help maintain effectiveness and adapt to changing customer expectations.
4. Bots = BFFs (but the human touch is still critical)
While automation is a great help, it’s crucial to maintain a balance between AI and human interaction. Make sure that customers have the option to connect with a live agent when needed, as preserving a personal touch goes a long way.
5. Your CX team is your safe space for questions and guidance
Involve customer experience professionals when implementing AI technology. Their insights and expertise can help tailor AI solutions to meet customer needs effectively and ensure that the technology aligns with overall CX strategy.
Key takeaways
Use AI to address common customer complaints in telecoms like poor service quality, long wait times and limited access to information.
Empower customers to resolve issues independently by using AI to provide self-service options and 24/7 support.
Integrate AI with existing systems and leverage CX experts for guidance when bringing the new tech into the contact center.
Continuously monitor and optimize AI solutions to maintain effectiveness and ensure a balance between automation and human interaction.
Wired for success: Dialing into telecoms CX
