Transforming customer experience in broadband and fixed line installation journeys
BT knew proactive conversations were the right thing to do for their customers, but needed an alternative digital solution using conversational AI which could deliver the business strategy to reduce provision-related call rates and customer cancellations while reducing cost to serve. The aim was to replace high cost, manually intensive processes to deliver next generation customer engagement using proactive conversation, freeing agents to deliver true value-add customer service.
Customers increasingly expect to be communicated with on their terms and delivering this required a change in BT’s traditional communication approach. From outbound calls and generic messaging to tailored, personalized communications – intelligent automated conversations augmented by human agents NOT one-way notifications. With ContactEngine, agents are able to communicate with customers through the customers’ channel of choice – not through one which was prescribed by BT as a company. This helped both with the efficiency of BT agents, as well as making it easier for BT customers to do business.