Business Challenges
In the telecommunications industry, a significant challenge has long been the enormous volume of customer inquiries that demand substantial human customer service resources. For years, the conventional approach has relied on human service agents, necessitating extensive training, significant labor costs, and operational inefficiencies.
The traditional solution to handle customer inquiries in the telecommunications sector has primarily relied on human service agents. While this approach is the industry norm, it comes with inherent downsides. Training and maintaining a large team of human agents is resource-intensive and costly. Additionally, it often results in delays in responding to customer inquiries, especially outside regular working hours. These limitations can lead to decreased customer satisfaction and operational inefficiencies.
Enter the application of Chatbot Customer Service powered by Natural Language Processing (NLP). This innovative use of AI has brought about transformative benefits to the telecommunications industry. By leveraging NLP technology, telecom companies have empowered their chatbots to understand and respond to customer queries accurately, even accounting for linguistic nuances. The introduction of NLP-driven chatbots has led to faster response times and the ability to provide 24/7 support, significantly enhancing customer satisfaction. NLP-powered chatbots excel at addressing common issues like billing inquiries and technical troubleshooting, eliminating the need for human intervention in these routine matters. This not only lightens the workload of the customer service team but also allows them to focus on more complex and personalized interactions.
AI Solution
The solution came in the form of a customer chatbot, powered by a Large Language Model (LLM). The implementation proceeded as follows:
- Comprehensive Training: The chatbot underwent rigorous training on an extensive dataset comprising historical customer inquiries and the company’s internal knowledge base. This extensive training endowed the chatbot with the capacity to grasp the contextual nuances of customer inquiries and furnish responses that were both pertinent and helpful.
- Response Redirection: The system was equipped with prompts designed to redirect conversation to human staff when appropriate responses could not be found within the internal knowledge base. This ensured that complex or nuanced inquiries received the attention they warranted.
- Safety Measures: Guardrails were put in place to protect the chatbot from harmful or irrelevant questions, ensuring a secure and productive customer service environment.
Expected Outcome
The implementation of the customer chatbot powered by LLMs has ushered in a multitude of benefits:
- Enhanced Customer Service Efficiency: The chatbot demonstrates the capability to autonomously resolve more than 90% of customer inquiries, reducing the demand for human intervention. Consequently, the customer service team can channel their efforts toward more intricate issues.
- Elevated Customer Satisfaction: Customers now enjoy expedited responses to their inquiries and faster issue resolution, enhancing overall satisfaction.
- Cost Reduction: The chatbot’s efficiency outperforms traditional customer service methods, leading to reduced customer service costs for the telecommunications company.
- Increased Customer Engagement: The chatbot facilitates personalized interactions with customers, cultivating stronger customer relationships.
- Augmented Customer Loyalty: By delivering a positive customer experience, the chatbot contributes to improved customer loyalty.
- Boosted Sales: The chatbot serves as a platform for promoting the company’s products and services, potentially increasing sales.
The customer chatbot, empowered by LLMs, plays a pivotal role in automating various aspects of customer interaction, including:
- Answering customer questions about products, services, billing, plans, and features.
- Resolving customer issues, such as billing problems, service outages, and device-related concerns.
- Providing personalized recommendations tailored to individual customer needs and preferences.
- Promoting the company’s products and services, disseminating information about new offerings, and presenting special deals and promotions.
This implementation showcases the transformative potential of LLM-powered chatbots in revolutionizing customer service and engagement within the telecommunications industry. It positions the company to deliver efficient, responsive, and cost-effective customer support while fostering customer loyalty and driving sales growth.
Our Team Members
AI TRANSFORMATION LEAD
Dr. Mikhail Krasnov
Based in Switzerland, Mikhail is an esteemed leader with a Ph.D. in Economics and recognized as a Certified Director by the London Institute of Directors. With a 30-year tenure in the IT sector, he co-founded Verysell Group in 1990 and now drives strategy and innovation across the entire organization. He staunchly believes that AI should be a catalyst for all businesses, not a threat, enhancing and transforming companies. To him, AI is a powerful tool for businesses to harness for their advantage.
Head of Applied AI Lab
Yurii Lozinskyi
Based in England, Yurii is the driving force behind Verysell Applied AI Lab. With 25 years of experience in Healthcare, Insurance, and Finance, he specializes in Business Process & Digital Transformation. Yurii excels in creating neural networks for diverse business automation, from medical diagnostics to machinery anomaly detection. Beyond tech, he’s a proficient software delivery manager and project leader. His leadership has fueled remarkable growth, achieving up to 60% CAGR by guiding 20+ Agile Teams globally.
Chief AI Scientist
Dr. Hung Dao
Based in Vietnam, Dr. Hung leads a dynamic Consulting Team, driving AI innovation across diverse sectors, from industrial visual inspection to medical image segmentation at our AAI Lab. With a PhD in Engineering from Keio University (2014), his expertise extends to groundbreaking research published in renowned conferences such as FG, BMVC, ICASSP, and ACCV, alongside multiple granted patents. With a distinguished track record at FPT, VinBrain & Nautilus AI, he’s a prominent figure in the AI landscape.
STRATEGIC ADVISOR ON AI
Dr. Alexey Minin
Prof. Dr. Alexey Minin, an esteemed expert in the digital economy and artificial intelligence implementation, boasts over 19 years in high-tech. Rising from Siemens engineer to associated partner at MHP – A Porsche Company, Germany, Alexey excels in management consulting, exponential technologies, and creating businesses based on modern tech. A Doctor of Science in AI, Honored Professor, and consultant for several boards of directors, Alexey specializes in digital transformation, AI application, and startup guidance. He co-founded startups, lectures globally, and is a sought-after speaker in digital conferences.
Business Development Manager
Muin Pirzada
Muin brings to the table an extensive background of over 13 years in the fields of Robotic Process Automation (RPA), Test Automation, and Artificial Intelligence (AI). This vast experience has not only equipped him with a profound knowledge of these cutting-edge technologies and deep passion for business growth and operational efficiency, but also with an acute understanding of their capability to revolutionize industries and streamline operations.
Marketing Manager
Ha Nguyen
Based in Hanoi, Ha spearheads marketing endeavors, leveraging over a decade of prowess in the global technology arena. She currently serves as AAI Lab’s Marketing Manager, leveraging her expertise in B2B marketing, branding, content strategies, and Agile methodologies to propel the company’s growth. Her practical know-how equips her to craft and execute effective marketing strategies for AAI Lab and other entities within the Verysell Group.
Software Development Automation Lead
Hieu Tran
Hieu, from Danang, Vietnam, heads the automation team at SmartDev. With a decade of experience in software development, he’s skilled in tech strategy and research. Known for boosting daily operations, Hieu shines in project coordination and customer happiness. Currently, he’s the top engineer at SmartDev and also leads the AAI Lab Software Development Automation.
Head of Project Management
Richard Sharp
Richard, based in Danang Vietnam, has over 40 years of IT experience. He has had many roles including Client Manager, Supplier Manager, and Service Management Program Manager. He has designed, developed and implemented advanced service management solutions for leading organizations across the technology, government, health, telecoms, oil & gas and financial services sectors.
HEAD OF AI EDUCATION
Soan Duong
Dr. Soan is a lecturer at the Computer Science Department within Le Quy Don Technical University. She is also a senior research scientist with keen interest in computer vision and medical imaging. Her research work has been published at prestigious venues, including ISBI, ICIP, ICASSP, BMVC, and CVPR. Soan plays an active role in the academic community by serving as a dedicated reviewer for esteemed publications such as: IEEE Access and NMR in Biomedicine.