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.
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