Country's second-largest telecom service provider Vodafone is leveraging Artificial Intelligence (AI) and Big Data technologies to enhance consumer experience. Technologies such as Artificial Intelligence and Big Data are helping to understand customer preferences better and that enable to cater to them accordingly.
Customers proactively receive most appropriate plan or pack options to choose from basis the history of their voice and data usage. Carriers worldwide are aggressively adopting AI, Big Data to serve customers better by integrating analytics into each customer profile thereby tracking voice and data consumption behaviour and that also reduces dependency on physical customer care operations.
At a macro level, these technologies help us design better products and services with a deep understanding of customers emerging needs in this fast paced dynamic industry.
New comer Reliance Jio and market leader are focusing on digital delivery of services for better consumer experience through in-built app to offer bill payments, plan change and value-added services (VAS). Through digital, we aim to bring ease of service delivery which will enable users to customize their plans online and get new or additional connections home delivered by eliminating the need for customers to visit the store.
Analysts, said that telcos are aggressively moving towards embracing AI and Big Data to improve customer service that may also likely to trigger a change from a third-party vendor driven operations to in-house service delivery mechanisms that could also save their operating cost. Last year, Vodafone has launched a chatbot TOBi which it plans to integrate with "My Vodafone messaging app" to handle customer-centric frequent queries including remote troubleshooting.
India's No 2 telco, has though, recently introduced a nationwide campaign called 'Happy to Help' a digital transformation initiative building on the current trend of customers moving away from assisted-only care to self-care using digital, any time service. As part of this program, we have transformed various customer touch points and have digitalized the entire customer journey from the users having access to various tariff plans to helping them managing multiple accounts all by themselves.
Building an integrated ecosystem of digital products might require upfront investments, but helps in reaping the benefits in years to come.