VoiceBot Part 2: VoiceBots at Pay TV and Cable Network Operators
VoiceBots at Pay TV and cable network operators: on duty 24/7 and always friendly!
In focus: Pay TV providers and cable network operators To answer these questions, we took a closer look at how voice automation through VoiceBots is used in these particularly service-intensive industries. Pay TV channels, telecom providers and cable network operators in particular offer their customers virtually everything that ends up as colorful, moving pictures on the TV set, smartphone, laptop or games console. The offering ranges from in-house series productions, live sports and cinema events to internet, phone and cable TV all from a single source. As the range of services grows, so does the number of contacts with the company - still predominantly by phone - and so does the overall complexity of service delivery.
New Pay TV hotline: "What can I do for you?" To offer customers better phone service and, of course, to increase the self-service rate, a large Pay TV broadcaster's new VoiceBot did away with rigid menus a few months ago and has since reliably handled callers' free-form input. The greeting is now refreshingly human: "What can I do for you?" Where callers previously had to name digits to navigate the various menu options, simple sentences now suffice - much as users are already used to from Alexa or Google Assistant - for example to
report faults or network outages,
activate smart cards,
retrieve invoices,
provide a new postal or email address
or cancel booked packages or contracts.
This is how customer experience is done: AI-based routing to more than 70 destinations Once the customer has been identified via their customer number, the relevant process is triggered directly. Depending on how complex the request is, the intelligent routing engine then forwards the call either to a customer advisor or into a self-service process. In both cases, the customer can generally resolve the matter conclusively in a single interaction, and can even have a smart card activated directly. A major advantage: the AI-based Intelligent Routing Engine assigns calls automatically and routes them precisely to more than 70 different, pre-defined subject areas. This has also reduced the number of transfers from the voice portal to contact center agents by around 10 percent - a considerable saving in resources.
AI-powered voice automation: VoiceBot boosts customer satisfaction A CreaLog VoiceBot has been in use at a leading cable network operator since as far back as 2012. To further increase user numbers and customer satisfaction, a digitalization initiative in telephone customer service set out to cover significantly more topics than before. A rigid menu structure could not handle this task, however, since the company offers a wealth of products and services around TV, internet, phone and mobile, with a wide variety of bundle packages for business and residential customers, right up to network connections for property developers and municipalities.
Here too, the starting point in telephone customer service is now the VoiceBot's open question: "What can I do for you?" Today, the caller's answer allows almost any request to be recognized and processed - the only requirement being that the topic named has been predefined as a valid request. For very complex or advice-intensive topics, the caller is transferred directly to a service representative after prior identification and authentication. Necessary customer retention measures are also triggered automatically. This automated pre-qualification and classification has noticeably reduced the average time spent with service representatives (AHT = Average Handling Time).
A clear conclusion: voice automation through modern VoiceBots significantly increases the First Contact Resolution Rate and reduces AHT - provided, however, that the VoiceBot, as with the two CreaLog solutions described here, understands free-form user input and lets the customer actually resolve their request conclusively. Pay TV providers, telecom and internet providers and cable network operators in particular, with their immensely high call volumes, are therefore investing continuously in the further development of their AI-powered VoiceBot and IVR systems - because doing so means happier customers alongside falling costs!
This article was published in INTRE 01|2020. Please click on the attached PDF to download the complete article.
Related files
202002_CreaLog_intre_VoiceBotsBeiPayTV.pdf 618 KB
