Implementations of human-AI collaborations are being devised to maximize customer interactions.
The telecom industry is at the forefront of enabling best-in-class customer experiences. With large-scale changes in market environments and increased executive push towards digitisation, telcos are exploring new business models to create and capture value. The digital customer needs to be delighted and operators are leveraging new levels of personalisation at a scale never imagined before.Telecom firms are now analysing real-time customer data through smart algorithms to deliver personalised experiences concurrently to millions of customers. These experiences are seamlessly integrated into every customer touch point using AI, predictive analytics, and real-time feedback loops.With the dawn of the digital world, customers expect the experiences to have the following attributes:
• Context-aware: In today’s always-on connected world, customers demand agile experiences because of their changing needs and demands, telecom providers are expected to quickly adopt data-driven insights to map customer needs, know their interaction patterns, and engage with them by anticipating their requirements.
• Service extensions: To enable services like digitised wallets, media services, and custom utilities operators ought to be partnering with third-party service providers for broadening customer reach and relationships. Telcos are expected to be multi-service providers and develop platform driven solutions to ensure demonstrable advantages for the customer.
• Service centricity: Compelling value delivered through in-time quality service can be a key lever to be factored while designing customer retention strategies. Customers are also willing to get empowered with the tools and know-how to resolve service issues. Users are also expecting personal data confidentiality and wish to have complete control over it.
The need is clear. The industry has to transform its ways of interacting with the customers since they are expecting the same level of digital experiences given by other industry sectors.
CSS Corp is now Movate