Overview

Telecommunications is one of the fastest-growing industries, as well as one that uses artificial intelligence and machine learning in many aspects of their business. From enhancing customer experiences to predictive maintenance to improving network reliability, AI and machine learning play major roles in the telecommunications landscape. Cloud Interactive helped a telecom company build customer loyalty and increase satisfaction with their brand by using AI to identify customer needs.
Industry: Telecommunications
Company Size: 4,000 Employees
Revenue: $11 million USD
Technology: AI, Machine Learning
Cloud Interactive helped a telecom company build customer loyalty and increase satisfaction with their brand by using AI to identify customer needs.

Optimizing Customer Service and Satisfaction with AI-Embedded Systems

Data-driven insights help companies monitor equipment, learn from historical information, and anticipate and proactively prevent equipment failure. Cloud Interactive has partnered with a telecom company on a new predictive data analytics solution. The new algorithm estimates how likely certain customers will be to promote or advise against the company’s services to others. The new insights significantly increased the company’s customer satisfaction, creating an edge in a competitive sector.

Results

85%
Increased 85% customer satisfaction.
3x
Increased 3x word-of-mouth awareness.
3.7%
Increased 3.7% profitability.

Challenge

Nowadays, telecommunications companies can’t rely on price alone to attract and retain customers—they must also make sure customers have great experiences. However, each customer has unique communication needs. If you don’t understand your customers’ needs, operations can’t meet them, which makes high customer satisfaction impossible. That’s why telecom companies must anticipate customer needs and prepare operators to meet them to be successful in today’s business environment.

Solutions

By harnessing data and applying customer behavior analysis, Cloud Interactive helped the telecom company capture the information they need to create stellar customer experiences. Our solution uses AI-embedded systems to personalize incentives and keep customers engaged. Now the company can create customer cohorts based on targeted segments, so they can offer their customers customized incentives that speak directly to their needs. The targeted groups let the company avoid casting a wide net that may alienate some potential customers. 

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