The telecom industry is transforming fast to keep up with the soaring expectations of customers. To keep up with this demand, operators are increasing their operational efficiency. Deploying AI voicebot is one of the measures that is helping the industry meet the organizational goal. These advanced virtual agents can manage a large volume of customer communication continuously and maintain a consistent service quality. Today, we are going to explore the most common use cases of AI voicebot in the telecommunication industry with real-life examples. Let’s get started.
Automated Plan Activation and Upgrade
In telecom, customers often initiate voice calls to activate or upgrade their data or talk-time plans. These kinds of repetitive jobs can be handled by an AI voicebot.
Example:A caller calls the customer care to activate a weekly internet bundle.
Customer: “Hello, I want to activate a 7-day internet pack.”
Voicebot: “I can offer you a 7-day 5GB pack at Tk 118. Should I activate it for you?”
Customer: “Yes.”
Voicebot: “We are processing your request now. A confirmation SMS will arrive shortly.”
Benefits:- Plan activation and upgrade services are available 24/7
- No dependence on human agents
- Ensures quick problem-solving
Bill Payment and Due Date Reminders
Telecom customers often forget about their upcoming bill payments. Automated outbound calls from AI voicebots can be a great solution to this problem. Bots can provide timely notifications and give customers instant payment options.
ExampleA user receives a call from an AI voicebot regarding his upcoming postpaid bill.
Voicebot: “Hello, Mr Akram, your postpaid bill for Tk 850 is scheduled for payment in 3 days. Would you like to settle it now using your preferred payment method?”
Customer: “No, I’ll take care of it later.”
Voicebot: “I understand. I’ll call you again before the payment is due.”
Benefits:- It is a great way of generating personalized reminder calls
- Customers get aware of their upcoming payment
- The reminder can become conversational and more effective
Real-time Outage Notifications
In telecom, network issues and outages can happen. During network disruptions, AI voicebots can automatically inform affected subscribers. It can reduce the sudden influx of support calls.
ExampleA person receives a call from the service provider regarding an upcoming network issue. This call can be automated and powered by AI technology.
Voicebot: "Good afternoon, Mr Akram. We are contacting you to advise that we are going to upgrade our network. A temporary network issue can affect the service in your area for the next 2 hours. We anticipate the restoration by 4:00 PM. We appreciate your understanding."
Advantages:- Can reduce the number of inbound calls during emergencies
- Instant and timely call to a huge number of people
- No need for the customers to wait in the queue to reach the agent
Customer Support and Troubleshooting
During network issues or internet connection problems, customers can call the customer care for help. AI voicebots can handle these queries and offer troubleshooting. This support can significantly reduce the workload for the live agents.
ExampleA subscriber is experiencing slow internet. She calls the customer care for help.
Customer:“Hello, my internet isn’t working properly on my phone. What can I do?”
Voicebot: “Please navigate to your phone settings and then perform a network reset. Let me know if that resolves the issue.”Customer: “Oh, it’s working now.”
Voicebot: “Excellent! If the problem returns, please feel free to reach us anytime.”
Benefits:- Customers can get support in a faster way
- Common problems can be solved quickly
- It reduces customers’ wait time
Churn Prediction and Retention Campaigns
In telecom, users’ recharging frequency may decline. An AI voicebot can read users’ recharge history and initiate an outbound call to encourage them to buy a plan. It can even offer them personalized packages based on their history.
ExampleA prepaid customer has not recharged her subscription for a few weeks. AI voicebot detects it from the system and generates an automatic call to the customer.
Voicebot: “Hello, Mr Akram, I hope you’re doing well. We see your last recharge was twenty-one days ago. Would a complimentary 1GB for your next recharge help you stay connected?”
Customer: “Definitely.”
Voicebot: “Great! Your free 1GB is reserved. Just recharge Tk 50 or more within the next three days to claim it.”
Benefits:- Efficiently retaining potential customers.
- Deliver super targeted incentives.
- Lower the overall churn rate.
SIM Card Activation and Verification
Customers can activate their new SIM card and verify their information with an AI voice call. It eliminates the need for a live agent.
ExampleA customer has just purchased a new SIM card. She inserted it into her phone and received a call from customer care.
Voicebot: “Hello, I’m here to help you activate your SIM. Please provide your National ID number and your date of birth.”
Customer: “1234567890, February fifth, nineteen ninety-eight.”
Voicebot: “Thank you. Your SIM is now successfully activated.”
Benefits- Faster customer onboarding
- No paperwork is necessary
- Saves the time of the customers
Offering Add-on Services
Conversational AI agents can monitor usage behavior and recommend personalized packages to the customers. It can offer data plans, special video streaming bundles, voice and SMS plans, and more.
ExampleA customer is going to run out of her current data pack soon. The system detects it and generates an AI-driven voice call.
Voicebot: “Hello, Mr. Akram. You’ve reached 80% of your data allowance. Would you like to add 1GB for Tk 29?”
Customer: “Sure, it sounds great!”
Voicebot: “1GB has been added to your account for TK 29. Have a great browsing experience!”
Advantages- Increases revenue by targeting the right customer at the right time.
- A great way to sell add-on services.
- Customized recommendations according to individual usage
Final Thoughts
AI voicebots are significantly improving the call center efficiency of the telecom industry around the world. This system can handle routine jobs and ensure a precise and fast service. It will reduce the workload of the human representatives during peak hours. Whether it is an outbound reminder call or an inbound troubleshooting query, AI voicebots can increase customer experience significantly at reduced operating expenses.
FAQ
What specific tasks can AI voicebots perform in telecom?
AI voicebots can handle both inbound and outbound voice calls, such as managing billing inquiries, SIM activations, troubleshooting, plan upgrades, and a variety of other routine requests.
What languages can AI voicebots interact in?
AI voicebots can interact in any language. It depends on which language we train it in. It can even be trained in multiple languages and dialects.
Can I securely complete payments with a voicebot?
Sure. You can use voicebots for secure transactions using voice recognition, OTP, and more.
Will AI voicebots eventually replace human agents?
No, AI voicebots can not completely replace human agents. They can work on simple and repetitive jobs. Human agents handle more complex and emotional cases.
Do the customers need internet access to use a voicebot?
No, AI voicebots do not need the internet. Voicebot interactions usually occur via standard mobile voice networks. It does not even need a smartphone to be accessible.
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