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Sep 26 2017

Wouldn’t it be better if nothing ever went wrong?

Twitter: @nokianetworks

Proactive Bot technology is redefining Customer Care

Previous blogs in this series have only scratched the surface of what bot technology can do to revolutionize the customer care experience. The first blog focused on aiding customer service representatives (CSRs), while the second one explored how communications service providers (CSPs) can empower subscribers with self-help. No doubt it’s important to improve customer care efficiency, but it would be even better if nothing ever went wrong. Bot technology can help to realize this future with proactive care.

Stop problems at the source

In my discussions with different CSPs, a common method for identifying systemic subscriber issues is to monitor incoming calls and to look for similarities among complaints when phone lines are ringing off the hook. At that point, I believe it is already too late to provide the best customer care. In fact, 96% of customers do not complain after a poor customer experience, but 91% are willing to switch providers. These are what we call  “silent churners.” If these customers experience an issue with their service or become dissatisfied, they will just switch. This may seem unfair. How can a CSP know how, or when, to help these subscribers? For service providers, the pressure is on to be proactive rather than rely on subscribers to inform about problems or service disruptions.

The pros of Proactive Care

CSPs have the opportunity to utilize the colossal amount of information available to them. Proactive Bot technology utilizes knowledge systems — fed by CSP data collected over time — and applies them to future problems. That includes thousands of use cases, workflows and procedures monitored over time. With this background information, proactive care bots actively analyze data that is constantly generated by customer premises equipment (CPE), connected devices and the wider network. Any disruption or hiccup in service — such as a slow down in network speeds — will be detected by proactive care bot technology and acted upon automatically thanks to the knowledge system that proactive care bots have at their disposal. Issues are solved before the subscriber ever knows they existed. Subscribers have no reason to call, or consider switching providers.

Proactive care bots can also help CSPs reduce the number of calls coming in to their call centers. Using bots to tackle service issues proactively leads to a 25% reduction of inbound calls for home-related issues, and a 10% reduction of inbound Wi-Fi calls. It just makes sense to stay ahead of the curve. Just as the basic premise of minimizing the efforts of both subscribers and CSPs in providing the best possible customer experience makes sense.

While the power of bot technology is seen in full force with proactive care, it’s only one aspect of fully autonomous customer care. Throughout this blog series, we’ve seen how integrating bot technology progressively improves customer satisfaction and cost efficiency. In the final blog of this series, my colleague willfollow up with how to achieve fully autonomous customer care.

For a deeper dive, download our autonomous care white paper.

Share your thoughts on this topic by replying below – or join the Twitter discussion with @nokianetworks using #AI #CSPCX #bots

About Jeff Spiess

Heading up the Motive Care Analytics solution within the Customer Experience Solutions team, Jeff brings more than 20 years’ experience working with CSPs in a variety of different capacities — software development, systems engineering, product and solution management, product and field marketing, strategy, solutions architecture and consulting. When not at his desk in Plano, Texas, Jeff can be found in the great outdoors cycling, running, swimming, hiking and camping.