Telecom & Cable
BACKGROUND
- Cable and Telecom players are introducing new services and bundled offerings to create a more holistic experience and reduce customer churn;
- But each new service has its own customers, databases, and sales channels. This creates significant challenges for building customer experience;
- Millions of customer interactions are generating significant customer service costs;
- The diversity of offers — handsets, price plans, VA Services — increases the complexity for customers and intensifies their inquiries to customer service;
- Retention, loyalty, and customer support are key differentiators
MOST FREQUENT CUSTOMER PROBLEMS
The following are typical questions that customers call about, when they could easily self-solve by finding information on your website:
- My device does not work.
- How do I program my remote?
- How do I tune my receiver?
- How do I reset my password?
- What is my shipping status?
- Where can I find a local retailer?
INTELIWISE SOLUTIONS
- InteliWISE delivers a better customer experience by more effectively answering queries verbally on the web and, when needed, facilitating the response with the assistance of multimedia.
EXAMPLES
Products for Telecom & Cable
What’s next?
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See demo
How InteliWISE helps serve customers better in Telecom & Cable
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Features & How it works
VALUE PROPOSITION
InteliWISE’s New Generation of Video Contact Care Agents is the leading innovative solution in the field of customer self-service/e-care. It is a virtual employee – armed with intelligent software. The agent is able to answer questions like ‘How do I…’, ‘Where do I find’ and ‘Please show me…’, all integrated with traditional e-mail/livechat applications with the ability to be utilized by thousands simultaneously.
FUNCTIONAL CAPABILITIES
Excellent Conversational Abilities • Question and response format
• Natural Language Processing with semantic search - understanding customers’ questions written in their own words
• Synonym database, correction dictionaries
• Business processes scenarios
• Contextual Auto-Complete (search query auto-fill)
• Auto fill of missed-queries
• FAQ knowledge base through natural dialog
• How do I' resolving through natural dialog
• Up-selling products
• Assist in filling out application forms
• Multilingual text-to-speech engine
Rich video multimedia interface • Video Avatar with lifelike mimics
• Enterprise search leaping
• Video Avatar interface for interactive dialog experience
• Multimedia, audio, print, and click-to response formats
Seamlessly integrated with leading self – service tools • Integration (through API) with leading self – service systems: Genesis, Avaya, Cisco
• Integration with Live Assistant phone Call-Back
• Integration with CRM, billing and other business IT system
• Scalable high-volume multi-session simultaneous care operations
• Call center script scenarios embedded
• Click to live chat if necessary integration (upon request)
• Index search engines (incl. Google, Oracle) integration for DON’T KNOW responses (upon request)
• Speech recognition integration (upon request)
• Semantic intelligent translation of queries - involving misspellings, prefixes and synonym word choices
Behavioral web analytics • Rich statistical reporting with audit tracking, measurements, paretos, real-time dashboards, + conversational histories (6 months minimum)
• Statistical reporting of topics addressed, asked, searched -
More
On average 70% of all customer inqueries are non-revenue relevant; replies can be automated
- Fact: customers formulate their questions in their own words
- Customers have their own logic in the way they ask questions; they simply ask: where’s my account number?, or, what’s my balance?, or, how can I register?
- Research shows that 62% of customers are NOT satisfied with how the online search systems find results to their queries
- When they don’t get the right answers, they call your call center, overloading your operators with questions that don’t add much value
- InteliWISE technology enables automation of non – revenue relevant questions, providing huge savings in costs
InteliWISE technology understands customer questions & provides actionable responses at +90% accuracy
- This technology understands customers' questions written in their own words
- Accepts misspellings and grammatical errors
- And still provides responses at more than 90% accuracy
- Interacts with users more effectively than traditional web-self service tools
- Huge cost savings: $0.03 to $0.07 per conversation (depending on volumes)
Navigates to Video Multimedia tutorials that show the answer
- InteliWISE technology understands the user’s intention – what users have on their mind
- Agent immediately navigates to desired content, opens flash presentations, application forms, Video
- Video can better explain the answer, thus minimizing calls to your Contact Center
Integrates with live chat, and social media
- Integrates with leading livechats (Talisma, LivePerson)Responds with “Please leave a message” when Live chat operator is not there
- Pre – filters topics of conversations before engaging a live agent into problem solving
- Can integrate with call center systems like Cisco Voice Portal, Avaya or Genesis through an API (application program interface)
- Scales to adapt to changes in traffic of queries for your contact center
Automated customer contact from $0.03, versus $3–$25 for operator handled calls
- Gets the message to the user more effectively than the traditional web-self service tools, without human interaction
- Brings down cost per conversation to $0.03-$0.07 per contact
- Delivers full reports on users’ behavior
- Enables 1000’s of conversations in real time
- Proven to reduce up to 70% of queries to helpdesk or call center contacts
