Telecom players banking on AI for enhancing customer experience

Mobile players including #RelianceJio, #BhartiAirtel, and #VodafoneIdea are now trusting artificial intelligence (AI) for strengthening customer experience through subscriber retention and churn reduction. In fact, Jio is believed to have done away with their call centres and now resolves all customer queries through an AI-enabled chatbot, while Airtel has a speech recognition software in place to detect caller emotions based on speech patterns, tone, and modulation. Vi?uses a chatbot for query addressal, as also for payments and recharge.

Experts believe that telcos are likely to increase the use of AI as an integral part of their digital transformation initiatives to reengineer and standardise processes. Airtel’s AI usage stemmed from the need to improve customer interactions aimed at reducing hold times and reducing TAT times.

• It has tied up with Nvidia, an AI-focused vendor, to develop a software to train agents on value-added and cost-effective customer interactions
• Notably, the software teams are now working on resolving difficult situations where the customer becomes agitated or restive through efficient crisis management
• Vi’s AI/ML initiative is focused on the VIC bot, which runs on WhatsApp and also integrates Google’s Business Messages (GBM) for providing 24x7 real-time customer service to smartphone users?

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