Coronavirus has transformed everyone’s life in one way or another. The most visible change is the shift from regular, “outdoor” life to a home-based one. This has given CSPs new opportunities to provide more services to their customers.
Understanding the complexities and drives of a single human telco customer is a mammoth job. When you have several million of them, only artificial intelligence can really do justice to the task.
Information, support, commerce and marketing, chatbots offer many benefits in digital customer service fields such as information, support, commerce and marketing. Yet these bots are still relatively thin on the ground, and are perhaps not being used to their full potential.
Omnichannel worked well for telecoms seeking to enhance customer experience, but it has its limitations. A new approach sees operators beginning to embrace the channel-less approach, blending communication channels seamlessly so that customers get the best out their journey without even thinking about whether to pick up the phone or click on social media.