It’s no secret that GenAI is a tremendously powerful tool for customer experience. In fact, in a recent study, telecom providers said AI had the biggest impact on network operations (71%) and customer experience (63%) over other areas.
AI has the influence to become a central backbone of your contact center operations and an empowering force of assistants to your teams. The problem is, in the race to adopt and implement this technology, there’s a hefty risk that your brand will run before you understand: 1) why you’re running and, 2) what you’re even racing towards.
Still, though, there’s a lot of pressure for telecom leaders to implement AI into their CX — and fast. So how can you make sure you do so seamlessly and set yourself up for success? Yes, you need to start implementing the tech, but efficiency is key here. How should you automate AI wisely, and in what areas of customer experience can you incorporate it?
Here are some tips to keep in mind on your AI journey to success.
1. Look at customer experience holistically to ask yourself: Where can we improve?
Sit down and map out which areas of the contact center can benefit most from AI. The opportunities are truly endless when it comes to which ways AI can power up your CX — think chatbots, self-service, analytics, personalization and more. Lean on your team of CX experts to determine what area is best to start in and how to train teams on the new technology.
2. AI and CRM should be BFFs
Setting up your tech solutions for success is key when incorporating any new system into your organization. And when it comes to AI and CRM, collaboration is necessary on a day-to-day basis and therefore needs to seamlessly integrate. A well-integrated system enables a smooth flow of information and a buddy-buddy relationship that sets you up for overall seamless CX.
3. Look at GenAI as an agent’s “copilot”
When agents have access to AI-powered tools that provide real-time suggestions, they can respond to customer queries more efficiently and effectively. For instance, if an agent is dealing with a customer who has a complex issue, GenAI can analyze the situation and suggest potential solutions based on similar cases. But keep in mind: the personal touch is and will always be needed. Make sure that customers have the option to connect with a live agent when they need to.
4. Analytics can help you see into your customer’s future
One of the most powerful aspects of GenAI is its ability to analyze vast amounts of data quickly. Telecom companies gather heaps of information about customer interactions, preferences and behaviors, but often, this data is severely underutilized. GenAI can sift through this data to uncover insights about customer needs and trends. By using predictive analytics, your team can anticipate customer needs before they even pop up.
For example, if the data shows that customers frequently upgrade their plans during a specific season, companies can create targeted marketing campaigns or promotions in advance, ensuring they meet customer demand effectively. Customers get their needs met, and your organization boosts sales. Boom.
5. Bridge the silo gaps by cross-sharing data
Data silos are a significant hurdle in understanding customer needs, and, unfortunately, the telecoms industry is notorious for being very siloed. When information is trapped in different departments or systems, it becomes a challenge for everyone to be on the same page and see the full picture. GenAI can help break down these silos by integrating data from various sources into an organized, unified platform.
By creating a cohesive view of customer interactions, telecoms can gain a deeper understanding of individual preferences and behaviors and then tailor their CX strategies around this knowledge. Remember, you need to have a deep understanding of your customers to bond with them. Data is the key to bridging that gap.
6. Personalize each touchpoint of the customer journey
As McKinsey research shows, 71% of consumers expect some kind of personalization when interacting with a brand. GenAI can help telecoms deliver personalized experiences at scale by analyzing customer data, usage patterns and even potential pain points.
For example, if a customer frequently experiences issues with their internet connection, the system can flag this behavior and prompt the company to reach out with tailored solutions, like offering a service upgrade or an additional troubleshooting guide. This level of personalization makes customers feel seen and heard, which is invaluable in the race for customer retention.
7. Be ready to pivot on a dime
The key to success doesn’t stop at implementation — far from it, actually. You need to continuously track the performance of these new solutions and gather feedback from both customers and agents. Regularly reviewing and optimizing AI systems will help maintain effectiveness and adapt to changing customer expectations.
GenAI could be the boost your CX connection needs
There’s no doubt that AI can pioneer your contact center success. The key is to embrace this technology and integrate it into a holistic approach that prioritizes customer satisfaction. In doing so, your brand can build stronger relationships with your customers, drive loyalty and build growth.
To learn more insight into telecoms CX strategies, check out our best practice guide: “Wired for success: Dialing into telecoms CX.” In it, Foundever® offers insights into telecoms CX and tangible steps to using GenAI efficiently and winning customer loyalty.