Automated Customer Service for a Global Telecommunications Company

Project overview

Client: A global telecommunications company with millions of customers worldwide.

Objective: The company sought to automate its customer support operations using Pega System to improve efficiency, reduce response times, and enhance customer satisfaction across multiple support channels: email, chat, and phone. The goal was to create a unified platform to manage customer interactions while enabling personalized and proactive support.

Solution: Implemented a Pega-powered customer service automation platform to handle omnichannel customer support, leveraging AI and automation for faster resolutions and seamless customer experiences.

The challenge of project

High Volume of Inquiries: The company received thousands of inquiries daily across multiple channels, overwhelming the support team.
Fragmented Systems: Email, chat, and phone support operated on separate platforms, leading to inconsistent responses and inefficient workflows.
Manual Processes: Many repetitive queries, such as billing issues and service troubleshooting, required manual handling, increasing resolution times.
Limited Personalization: The lack of integrated customer data led to generic responses, reducing customer satisfaction.
Scalability Issues: The support system struggled to scale during peak periods, such as promotional campaigns or network outages.

Solution

A Pega Customer Service Automation Solution was deployed to address these challenges, enabling the company to streamline and optimize customer support across all channels.

A. Unified Omnichannel Support

Centralized Interaction Hub

Pega’s omnichannel capabilities unified email, chat, and phone support into a single platform.
Agents could access a complete interaction history regardless of the channel used, ensuring continuity.

Dynamic Case Management

Customer queries were automatically categorized into cases, prioritized based on urgency, and routed to the appropriate team.

AI-Powered Chatbots

AI-driven chatbots handled common queries in chat and email channels, such as:

Billing inquiries
Plan upgrades
Service troubleshooting

The bots seamlessly escalated complex issues to live agents when needed.

Phone Support Automation

Integrated Interactive Voice Response (IVR) with Pega’s decisioning engine to guide callers through self-service options.
Agents received full context of the customer’s IVR journey, reducing the need for repetition.

B. AI and Automation

Natural Language Processing (NLP)

Used Pega’s NLP capabilities to analyze customer inquiries from emails and chats, extracting intents and sentiments for accurate routing and prioritization.

Automated Workflows

Repetitive tasks, such as generating invoices, resetting passwords, and checking service availability, were automated, reducing manual intervention.

Proactive Support

Leveraged AI to predict potential issues (e.g., network outages) and proactively notify affected customers with resolution timelines.

Real-Time Decisioning

AI models recommended the best actions or responses for agents based on the customer’s history, preferences, and current context.

C. Personalization and Data Integration

Unified Customer Profiles

Integrated data from CRM, billing, and usage systems into Pega, providing agents with a 360-degree view of each customer.

Personalized Interactions

Responses were tailored based on the customer’s past interactions, preferences, and sentiment analysis.

Self-Service Enhancements

Customers could resolve issues independently through a personalized portal, reducing dependence on agents.

D. Analytics and Reporting

Real-Time Dashboards

Pega’s analytics provided managers with real-time insights into case volumes, resolution times, and agent performance.

Customer Insights

AI-driven insights helped identify trends in customer issues, enabling the company to address root causes proactively.

Compliance Monitoring

Automated audit trails ensured adherence to data privacy and compliance regulations across all regions.

Final results

The implementation of the Pega System delivered transformative results for the telecommunications company:

Improved Efficiency: Automated workflows and chatbots resolved 60% of queries without agent intervention, freeing up resources for complex cases.
Faster Response Times: Average response times were reduced by 50%, enhancing customer satisfaction.
Scalability: The system scaled seamlessly to handle 200% increases in inquiry volumes during peak periods, such as promotional campaigns.
Enhanced Personalization: Personalized responses and proactive support led to a 35% increase in customer satisfaction scores (CSAT).
Cost Savings: Reduced operational costs by 30% through automation and efficient resource allocation.
Regulatory Compliance: The solution ensured full compliance with global data privacy regulations, reducing compliance-related risks

Project Details

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