A global telecom giant leverages conversational AI to improve productivity and optimize cost
公司规模
1,000+
地区
- America
国家
- United States
产品
- Kore.ai Bots Platform
技术栈
- Conversational AI
- Robotic Process Automation (RPA)
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Productivity Improvements
技术
- 分析与建模 - 自然语言处理 (NLP)
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电信
适用功能
- 商业运营
- 销售与市场营销
用例
- 对话机器人
- 过程控制与优化
服务
- 软件设计与工程服务
关于客户
The customer is a large U.S. based telecommunications company with 98% coverage across the country. It offers communication and networking equipment/devices along with 5G implementation and managed services to support large enterprises’ network and communication infrastructure. The company is an early innovator and pioneer in the adoption of Robotic Process Automation (RPA) and Conversational AI. These initiatives are part of their multi-year digital transformation project which has started showing tangible business benefits.
挑战
The company inherited a complex application landscape, processes and was beset with huge employee productivity issues, causing delays along with cost escalation. The Sales Ops users had to log in to 5-6 different IT applications to execute business processes. It wanted to simplify the process, cut down the high cost of operations, and increase the speed of process execution. It also wanted to save on customer support costs without compromising on the customer experience. To address these challenges, the company decided to leverage intelligent automation by deploying RPA bots in tandem with Conversational AI-powered chatbots for the following use cases: 1. Provide self-service options to employees 2. Provide a single UI for employees to read and write transactions 3. Simplify business processes by reducing the number of human touchpoints and/or reducing lead time to complete.
解决方案
The company deployed multiple bots to accomplish 100+ tasks. These include both B2B bots like Pricing Bot and B2C Bots like Sales and Order Management chatbots. The pricing bot was used to execute 20+ types of tasks. Almost 200 tasks were executed per month with an average saving of 30 minutes per task. The tasks ranged from simple FX conversion and address validation to reprice contract and competitive pricing. The company deployed sales chatbot, integrated into its sales management, pre-sales portals and iPad app to execute 60+ types of tasks. Almost 3,100 tasks were executed per month with an average savings of 12.5 minutes/task. These included tasks to get details on Quotes to various FAQ related tasks like Location, Contracting and Product FAQs. The Order Management chatbot was integrated into order management portal and Cisco Jabber IM and was responsible for executing 30+ types of tasks. In total, 4,000 tasks were executed with an average saving of 5 minutes per task. The tasks ranged from getting order and shipping status to escalating tickets.
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