News
Generative AI could make call centers more productive
Usage of a generative AI assistant tool in call centers boosted average productivity by 13.8%, with less experienced agents getting a bigger boost: study Read more…
customer care
Off the Wire
Airtel integrates Google Assistant into customer care
Bharti Airtel announced that it has collaborated with Google to integrate its customer care with AI-powered Google Assistant. This will enable Airtel’s smartphone customers to get instant resolution to frequent account related queries, the operator Read more…
Off the Wire
25% of customer service ops will use chatbots by 2020: Gartner
By 2020, 25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels, up from less than 2% in 2017, according to Gartner. Speaking at of the Gartner Customer Experience Summit in Read more…
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Scaling the Telco Pyramid to understand what customers really need
Telcos need to stop selling minutes, megabytes and tariffs and start understanding the needs of their customers. This Telco Pyramid model could help. I have spent the last 20 years in the telecoms industry. I Read more…
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Most consumers want smart-home kit installed by humans: survey
It is tempting to believe that installing all those home devices, such as security, lighting and monitoring will be an easy task. Surely in this digital age, an app or some remote bot can open Read more…
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Don’t fear the robots: RPA benefits everyone
It is inevitable that robots will become our co-workers. Any repetitive task that requires accuracy and speed, but little judgment, would be better performed by a robot. When humans are made to perform manual, mundane Read more…
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Hey telcos: don’t be afraid of shining a light on dark revenue
It almost seems impolite to talk about dark revenue, but we should. Dark revenue arises in several different forms. There is the overage model: keep your data caps low and your customers will break through Read more…
Off the Wire
SMBC Nikko Securities and NTT Com develop AI chatbot for Line inquiries
The Sumitomo Mitsui Financial Group (SMFG) and SMBC Nikko Securities, together with NTT Communications, say they have jointly developed an AI chatbot with support from Accenture Japan to support SMBC Nikko Securities’ Line-based inquiry service Read more…