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TelcoBuddy Blog

Telecom customer support

Automated agent handoff for telecom customer support

According to a recent report by BCG, AI enables telecom companies to effectively cut down their call center cost by almost 20% and ensure a call deflection rate of 40%.

AI-powered chatbots have transformed the customer service landscape across industries, including the telecom sector. It has helped businesses reduce their support staff while drastically cutting down call center costs with service automation.

Nevertheless, incorporating digitization comes with few concerns of its own like– How to resolve complex issues which need human intervention? How can chatbots and human agents work together without breaking the customer journey?

Human Hand-off is a feature in which the conversation from the bot is transferred to the human agent and enabling the customer to interact directly with an agent to resolve complex issues. But, in order to make it work without breaking the customer journeys, it is important that the bot knows when to hand over a conversation to an agent.

TelcoBuddy’s Agent handoff module leverages a combination of AI, advanced analytics, and intelligent chat routing to automate bot-to-agent handoff. The AI chatbots & virtual assistants are trained to automatically trigger human hand-off in the following scenarios and enable AI + human service across channels & languages.

Request-based

When the customer asks to be directly connected with a live agent, the chatbot conversation is seamlessly transferred to an agent, who then interacts with the customer on the same chat, reducing wait times and ensuring faster issue resolution.

Sentiment-based

Using AI-based sentiment analysis, the bot can analyze user sentiments and modify responses accordingly. If a customer is getting angry or frustrated, the machine learning & NLP models easily recognize the negative intents and offer the customer an option to connect with a live agent. This ensures the customer’s problem is proactively resolved, resulting in optimum satisfaction levels while preventing potential churn.

Priority-based

Using a multi-dimensional approach to analyze past customer interactions and dynamic attributes, composite AI identifies at-risk or priority customers - for example, customers with unresolved tickets, inactive users, users prone to churn, etc. Agent handoff is proactively triggered for these priority customers to ensure quick resolution and avoid negative customer experiences.

Fall-back option

In case of unidentified intents or complex queries that require human intervention, the conversation goes fallback option. The chat is then proactively transferred to an agent, ensuring the customer journey is complete.

Real-time chat routing

To achieve maximum efficiency in customer service, the bot-to-agent hand-off is incorporated with chat routing options. Chat routing can be customized based on the business requirement and use case.

  • Round-robin routing: The hand-off requests from the bot are distributed across a group of agents. The request is forwarded to each agent in turn until an available agent accepts it.
  • Language-based routing: Agents are assigned based on the language preference of the customer. This eliminates language barriers as a reason for poor call resolution or low customer satisfaction.
  • Skill-based routing: Bot to the agent conversations are assigned based on an agent's skill set and domain knowledge – For Example Agents who are experts with prepaid products, postpaid plans, or DTH service. This helps in quick issue resolution and increased FCR rates while improving overall service efficiency.

Agent assist console

TelcoBuddy’s agent-assist module equips human agents with the history & context of the customer-bot interaction during handoff. This ensures the frictionless continuation of the customer journey without the need for repeated questions, thereby reducing the time taken for resolution.

Canned responses: The agent is also provided with templatized responses for common issues, helping reduce response times and ensure quick issue resolution.

Action recommendations: The agent is assisted with actionable recommendations using AI to help him resolve the issue based on the customer persona and behavior. This also includes contextual upsell cross-sell recommendations and offers, helping boost revenue generation.

Handoff analytics: Inbuilt dashboards, real-time analytics, live stats & reports to help supervisors and agents monitor their KPIs & customer service metrics.

Reduce your cost to serve up to 60% and increase FCR rates with automated AI + Human service. Connect with us for a personalized demo!