Global telecommunications company improves engagement rate while reducing human error
Challenge
Telecommunications companies play a crucial role in providing seamless communication services to customers worldwide.
One of the key challenges faced by one U.S.-based global telecommunications company is managing customer inquiries efficiently, while ensuring consistent, authentic and on-brand responses.
The company wanted a technology solution that would reduce its agent response times without sacrificing accuracy — or the authenticity of the brand. It sought a digital strategy that would ensure consistent responses while allowing agents to adapt to the unique needs of individual customers.
Solution
The global telecommunications company implemented Sprinklr's unified customer service platform, Sprinklr Service. The platform equipped the team with AI-powered Smart Responses — powered by models trained on responses by the company’s best agents.
Smart Response Recommendations analyzes conversations with customers and provides suggested responses to customer service agents. Agents can then use the suggested responses or edit as they see fit. This saves agents a tremendous amount of time by eliminating the need to manually type responses from scratch every time a customer asks a question.
By leveraging AI, the company wants to empower its agents and optimize their responses. So far, Sprinklr technology has helped new agents with contextually-relevant replies, which, in turn, reduces the response times and repetitive responses — as well as human error. This resulted in a 33% reduction in response times with 60% of agents using Smart Response suggestions.