AI Acceleration Helps Improve the Self-Service Customer Experience
A telecommunications company was seeking to boost their digital engagement for small to medium-sized business (SMB) customers by launching AI-first customer segments to enhance the customer experience and grow digital adoption. We partnered to create a unified AI platform for their SMB self-service site and add AI product managers to aid customers with a better experience to answer their questions leading to accelerated adoption.
By The Numbers
- 15-48%Improved digital marketing mix under three years
Challenge
A leading, Multinational Telecommunications Company aims to elevate its digital engagement for small and medium-sized businesses (SMBs) by enhancing the AI-driven customer experience. They have established five dedicated AI-first categories: Knowledge Management, Conversational Analytics & Speech, AI Quoting, AI Communication, and Conversational Intelligence. These categories will help improve the digital mix for the SMB customer segment from 15% to 48% over the next two to three years. However, implementing such a cutting-edge approach requires exceptional cross-team coordination and a solid governance framework.
Solutions & Impact
Our unified AI platform, accessible via their business services site, empowers SMBs with self-service insights and reduces reliance on traditional support. By adding AI product managers, implementation time and customer engagement improved significantly.
Related Client Work
Check out more of our work with the world’s most ambitious brands.
