AI-powered customer care elevates customer satisfaction
Telecom operators worldwide are increasingly adopting AI technologies to overcome challenges and elevate customer experiences. According to Omdia’s latest surveys1, nearly one-third of Communications Service Providers (CSPs) have already integrated AI into their operations, particularly within customer care divisions. The ability of AI to analyze customer interactions in real time accelerates query resolution, reduces operational costs, and boosts customer satisfaction. However, as AI continues to reshape the telecom landscape, those who delay integration risk falling behind competitors. Common obstacles such as legacy systems and skill gaps must be addressed proactively. Embracing AI is not just a strategic option; it’s important for maintaining relevance, reducing churn, and delivering the high-quality, personalized service that today’s customers demand.
But when we talk about “customers,” what do we really mean? Traditionally, it’s the subscriber, who interacts with telecom services daily. However, the reality is more complex. Telecoms must serve a dual audience: not only these external customers, but also their internal customers—their workforce and operational teams, whose efficiency and satisfaction are crucial for delivering seamless customer service. This dual focus reshapes how telecoms must approach innovation and transformation, making AI an important enabler for both external engagement and internal efficiency.
AI-powered customer engagement and personalization
When enhancing customer experience, it’s about delivering consistently excellent service at every touchpoint, including self-service systems and contact centers. Modern customers expect their telecom providers to understand and anticipate their needs, resolve issues quickly, and offer personalized solutions. Failing to meet these expectations can result in customer churn and lost opportunities.
To meet these evolving demands, telecoms are increasingly partnering with technology providers to develop and implement advanced AI solutions that elevate customer engagement and operational efficiency. By using AI and cloud-based platforms, telecoms can create personalized, real-time responses and predictive support systems that align with customer expectations. This collaboration not only improves customer experience but also streamlines internal processes, enabling telecoms to adapt quickly in a competitive landscape.
Telecoms deploy AI customer service solutions
A prime example of telecoms using AI to meet these demands is Vodafone’s AI chatbot, TOBi, showcased in a recent webinar2. TOBi handles more than 45 million interactions per month3 across multiple languages, significantly reducing wait times and improving customer satisfaction by providing real-time, accurate responses. This capability is powered by Microsoft Azure, allowing Vodafone to efficiently scale support across 13 markets4.
To fit the unique needs of telecom operators, Amdocs and Microsoft came together to create the Customer Engagement Platform, integrating advanced AI technologies and built-in capabilities, enriched with telecom-specific data. This platform integrates seamlessly with pre-sales, customer support, and beyond. For example, PLDT is partnering with Amdocs for digital transformation, leveraging real-time data from various touchpoints, such as billing and network usage to deliver highly personalized services.5 With the modular design of the Customer Engagement Platform, CSPs like PLDT can quickly deploy new services or updates, reducing resolution times, increasing agent productivity, and enhancing the overall customer experience, ensuring consistent and seamless interactions that enhance customer loyalty.
Optimizing delivery with more autonomous agents
Additionally, Microsoft Dynamics 365 has introduced autonomous agents that further extend these capabilities, helping telecom companies optimize service delivery. The Customer Intent Agent dynamically identifies emerging customer needs by analyzing past and current interactions, autonomously updating knowledge libraries, and delivering contextually relevant solutions. By using Microsoft data security and AI best practices, telecoms can scale their customer care operations while maintaining competitive advantages.
These AI-powered solutions help to ensure telecom providers can rapidly adapt to customer needs, driving satisfaction, loyalty, and retention.
AI as the assistant for employees
Just as customers demand excellence, the needs of employees and teams such as customer service agents, field technicians, and network engineers are a priority. AI technologies are important for streamlining workflows, surfacing actionable insights in real time, and automating routine tasks, enabling employees to focus on high-value activities and innovate within their roles.
Applying GenAI to help address customer issues
To illustrate, Vodafone’s integration of Microsoft Azure AI acts as an assistant for agents, automating repetitive tasks and providing insights that support complex customer interactions. By automating routine processes, Vodafone has successfully increased employee engagement and productivity, leading to an overall improvement in customer care quality.
Exploring Microsoft’s AI journey through customer service
Read moreSimilarly, the Amdocs and Microsoft Customer Engagement Platform6 enhances the employee experience by incorporating Microsoft Teams and Office tools. This integration equips telecom agents with real-time insights and predictive analytics, enabling them to address customer issues effectively and personalize support. The platform’s modular AI capabilities streamline workflows by automating routine interactions and consolidating multiple systems and data sources into a comprehensive 360-degree customer view. This empowers agents to make informed decisions quickly, enhancing both customer interactions and employee productivity.
Amdocs’ low-code environment also empowers telecoms to rapidly develop and deploy virtual agents and process automation tools. These technologies assist non-technical employees in resolving customer queries efficiently while optimizing back-office operations such as billing and order management. This approach not only enhances productivity but also increases agent empowerment and engagement by allowing them to focus on more complex, high-value tasks, ultimately improving overall service quality.
New agents to enhance the employee experience
New agents, such as Case Management Agent, further enhance these scenarios. By automating key tasks throughout the case lifecycle, from creation to resolution and follow-up, the agent reduces handle times, equipping agents with the insights needed for complex customer interactions.
Both Amdocs and Vodafone demonstrate how Microsoft AI technology empowers telecom employees, streamlining operations and increasing efficiency by automating routine tasks and providing real-time insights. This AI-powered approach allows teams to focus on higher-value tasks that elevate service quality.
AI as a catalyst for telecom innovation
Amdocs and Vodafone demonstrate how AI enhances, rather than replaces, the human element in customer service. Technology is positioned as an assistant for agents, supporting them in managing routine tasks so they can engage in more meaningful, complex interactions. This approach helps telecoms provide more value-driven customer service while maintaining the human touch crucial for building customer relationships.
AI’s transformative power extends beyond customer support centers. AI can support field services by optimizing routing, dispatch schedules, and resource allocation based on real-time data. This proactive use of AI minimizes downtime, optimizes field service operations, and further elevates customer experience. Additionally, Vodafone’s partnership with Microsoft uses AI to support neurodiverse staff and optimize network management, driving efficiency and personalized service.
The path forward
The future of customer care in telecom is deeply connected with AI, as demonstrated by Vodafone and Amdocs. Investing in AI leads to higher employee satisfaction, sustainable customer retention and growth, as well as ongoing innovation in a competitive landscape. As the telecommunications industry continues to evolve, embracing AI is important. Microsoft’s innovative solutions and strategic partnerships are designed to empower telecom companies to navigate this transformation successfully.
By using AI, telecoms enhance customer experiences, drive operational efficiency, and create unique service moments. Embracing modernization of networks and the integration of real-time data analytics further position telecoms to lead in the digital age. Together, we can improve customer experience, unlock new revenue streams, and help to ensure long-term success in a rapidly changing landscape.
1CSPs moving ahead with GenAI for cost reduction and efficiency gains. Omdia, Dec 2023
2,3Transforming Customer Care: Vodafone’s AI Journey and Vision for the Future
