Faster and better qualified customer service at Telia through a custom chatbot
Faster, more consistent customer service at Telia built on a custom AI assistant
Challenge
At Telia, onboarding new customer service employees was a time-consuming process that created a loss of efficiency in the operation, because part of the core service consists of handling complex enquiries. The problem for Telia was that the answers sat out of easy reach for the employees, in different knowledge bases without a shared structure or in separate internal process descriptions.
Time was therefore lost manually finding the right answers, and the consistent, efficient customer service was, more than anything, only present when it was delivered by employees with a high degree of specialisation and experience.
Solution
Capacit implemented an AI chatbot that gave the customer service staff fast access to information from the internal knowledge bases, supporting and improving the customer service process directly in the staff's workflow.
How AI adds value
The assistant finds the right answer and points to it so fewer cases have to be escalated internally. Staff handle more on their own, new colleagues get up to speed faster, and the knowledge that used to sit with the most experienced is now available to everyone.
What is left is time. Time for the part of customer service only a person can do.
Custom AI assistant with own knowledge bases, guides and procedures gathered in one place
Separate systems to search — the answer comes up in the workflow, while the customer is still on the phone.
