The key to personalizing your telco? AI-powered customer service

Here’s how AI and automation can deliver personalized experiences and revolutionize customer service


Feb 23, 2023. 6 min read

Giving customers what they want is the No. 1 priority in any business. For communications service providers, that comes down to one thing: It’s all about delivering on quality service.
“You don’t want to be friends with your telco carrier. You don’t want to call them; you just want the service to work, full stop. Make it run smoothly and effectively, and if it breaks, help me solve it quickly,” said Dirk Grote, Senior Director of Communications & Media Industries at Salesforce. “Don’t connect me five times to a call center where I’m chasing the right person and make me tell my story five times over. That’s what everyone hates.”

The technology most communications companies (small and large) rely on for service is an inefficient mess of systems. Historically, according to Grote, most company resources have gone into building networks, not so much into streamlining all systems across the organization. This inefficiency is important to address, especially given the huge growth of customer expectations.

For most companies, focusing on building neworks left the service side of the business fragmented without a full view of the customers’ data from different parts of the business. Two things happen as a result: Customers get frustrated when service agents don’t recognize problems in a timely manner, and, second, service agents waste their time on manual tasks and “swivel-chairing.” This leads to higher costs and unhappy customers. It’s also time that could be better spent on higher-value work and strengthening customer relationships.

Attempting to optimize and customize each individual system costs companies money. Picking the best marketing solution, the best sales solution, the best technical solution, and stitching it all together into a customer service application is expensive and time-consuming. That’s true whether it’s building systems internally or buying a solution from the marketplace.

With a cloud-based solution built on a single platform, you can provide visibility to the data in all these systems for a 360-degree view of your customers. Now, you can set up automation and use AI (whether it’s generative to create assets such as content or respond to inquiries or predictive to identify patterns and predict outcomes) with your company's own trusted data that lets service teams work more efficiently while lowering your costs. It means less time spent on tedious tasks and more time spent on improving customer satisfaction and optimizing agents’ productivity.

of the customer service employees using automation solutions have seen an increase in productivity.

Ready to improve your customer service?

Continue reading to see how service automation and AI:

  • Streamlines and optimizes business processes
  • Personalizes the customer experience
  • Increases productivity and saves employees time

Click here to continue reading

Enter your first name
Enter your last name
Enter your title
Enter a valid email address
Enter a valid phone number
Select your industry
Select your country
Agree to all disclosures below.
By registering I confirm that I have read and agree to the Privacy Statement.
This field is required.
Customer story
How T-Mobile has its customers crazy about its service
Deliver fast, flexible, and frictionless customer experiences
Connect your customers and unify your business

Get timely updates and fresh ideas delivered to your inbox.