About the Customer
This conglomerate is a dominant force in the Canadian telecommunications landscape with a vast customer base, providing essential services such as mobile connectivity, high-speed internet, and diverse entertainment options. Committed to pushing the boundaries of technological advancement, the company seeks to not only maintain its leadership position but also to empower individuals and businesses across the nation through seamless and reliable communication solutions.
The Challenge:
The company faced a complex challenge inherent to large-scale customer service operations. Conventional call centers, while essential, were proving to be a double-edged sword. High operational costs, coupled with inconsistencies in service quality from third-party providers, presented significant hurdles. Furthermore, maintaining bilingual support to cater to Canada’s diverse linguistic landscape added another layer of complexity, often resulting in operational inefficiencies and diluted customer satisfaction.
The Solution
To tackle these multifaceted challenges head-on, the company turned to Dialogflow CX, Google Cloud’s advanced conversational AI platform, to build and deploy intelligent chatbots. These chatbots were designed to handle a wide spectrum of customer inquiries, from basic account management to complex technical troubleshooting, across both English and French languages. These chatbots would provide the company with greater control over the customer care experience, eliminating the need for extensive agent training or reliance on third-party call centers. They would also offer round-the-clock, bilingual support across various service types, ensuring customers received timely and accurate assistance at a fraction of the cost of conventional call centers.
Results
The deployment of Dialogflow CX chatbots resulted in a remarkable transformation of the company’s customer service capabilities:
- Enhanced Customer Satisfaction: Customers experienced improved quality and efficiency of support across multiple service areas, leading to increased satisfaction and loyalty.
- Scalable and Cost-Effective Support: The 24/7 availability of the chatbots at a fraction of the cost of traditional call centers ensured scalable and efficient customer care.
- Impressive Engagement Metrics: The chatbots handle over 640,000 monthly interactions, with over 100,000 in French. They maintain a high NLU accuracy rate averaging above 90% in both English and French, and resolve most queries within an average of 5.5 turns per interaction.
Key Highlight
A noteworthy achievement of this project is the consistent quality of care delivered in both English and French. This showcases that maintaining multiple languages in the same agent doesn’t have to come at the expense of quality. Parallel development from the start allowed for this high level of consistency, eliminating the need for disruptive and costly language additions midway through the project.
Conclusion
This project exemplifies how AI-powered chatbots can revolutionize customer service in the telecommunications industry. By enabling scalable, bilingual support with high accuracy and efficiency, Google CCAI has empowered the company to deliver exceptional customer care, enhance satisfaction, and maintain its position as a leader in the Canadian market.
