![](https://optimise2.assets-servd.host/pubweb-prod/production/heroes/Case-Study-Amusement-Park-Header.jpg?w=640&auto=compress%2Cformat&fit=crop&dm=1666818600&s=9dbadcd98e93cc3818439f7890afdf71)
Client
Fortune 50 Telecommunications & Media Company
- Challenge
-
A Fortune 50 Telecommunications & Media Company handled customer troubleshooting and support engagement using a blend of service calls, technician deployments, and website support. They planned to develop a self-service chat platform powered by natural language technology (NLP). This tool would serve as a single point of contact for all initial help to reduce customer frustration, gain a better understanding of customer needs, and reduce costs.
- Results
-
By placing the power to self-address numerous issues in the hands of the customer, the 24-hour call-in rate reduced from 21% to 7%. With this reduction, the client stands to realize cost-savings by keeping customers from needing more-costly, traditional service outlets. The company also intends to use the data collected from the interactions as a baseline for customer service solutions and to improve click-through success rates.
![](https://optimise2.assets-servd.host/pubweb-prod/production/images/End_User_Yellow_Shirt_Tablet.jpg?w=1330&q=100&auto=format&fit=crop&dm=1668613795&s=a7577494db0edea2aff1c131ed9e40d3)
Talk To Me
![](https://optimise2.assets-servd.host/pubweb-prod/production/images/Group_Technology_End_Users_Machine_Learning_Mobile_Devices_Appsjpg.jpg?w=1330&q=100&auto=format&fit=crop&dm=1668613855&s=a990549542cb60c06684e73b86393793)