Customer Spotlight 33 Customer Experience 360

Company Profile

Fortune 500 Telecommunications

Industry

Telecommunications

Function

Executive

Region

Global

Executive Summary

The customer support team at a Fortune 500 telco was finding it difficult to access customer data as it was scattered across a multitude of sources. Due to the lack of a centralized system to access this data with their previous system, there was little upfront information with long wait times to pull up additional customer data. This ultimately resulted in dissatisfied customers and negatively impacted customer satisfaction metrics. To improve their customer support system, the Telco leveraged Aible’s Agentic Flow to build a Customer 360 Experience.

Challenge

With millions of Global customers that need round-the-clock support, the information needed to best support them needed to be accessed from one data source at a time (e.g. network reliability, billing, history of support calls) which made it extremely time consuming. This data accessibility issue led to:

Impossible to Process: It was humanly impossible to collate all available data for a single customer from disparate sources and applications, let alone needing to do so while on a live call.

Guess their Mood: With support reps having limited information available on the customer calling their support line, they had to use a lot of time fleshing out the customers' issues and current state of dissatisfaction; potentially provoking further displeasure.

Solution

The Fortune 500 Telco implemented an agentic flow allowing a support rep to ask a specific question and have the agent look across multiple sources of data assets, and compile the information into a comprehensive customer 360.

Better Informed Solutions: With support reps now armed with all available interactions between the customer calling and the business, common frustrations arising from re-offering past solutions are no longer an issue; increasing customer satisfaction and reducing churn in the long run.

Matching the Customer’s Tone: A support representative using the agentic AI has a better picture of what is going on with an incoming caller and can better understand where the customer is at with their service or what is driving somebody to be satisfied/dissatisfied. E.g. “Based on an increase in recent call drop rates and calls to support about bad coverage, I expect this customer to be calling about this overall dissatisfaction with our service.” For a call center rep, it will be much easier to take the right tone from the beginning.

Results

The Telco now has information from across a half dozen different systems at their fingertips at all times. The massively reduced time to access this information (within seconds) to create this complete profile would normally take much longer for only one information source. At the highest level, the company is able to provide better service and subsequently see improved churn rates. At the individual customer level, the support teams can now have a much deeper understanding of a customer’s relationship and current situation with their company before fielding their support calls, allowing them to make better decisions faster.