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Telecom Infrastructure Provider Improves Contact Center Productivity

The Challenge

This client’s key source of revenue—selling parts to large telecom providers—requires that it be in regular contact with its customer base to discuss product availability. As part of that contact, the support team handled a large number of repetitive inquiries related to product part numbers and submitted through numerous entry points, including the company webpage, email and phone calls. 

The existing process required the support team to manually check multiple separate databases to retrieve the necessary information. This caused a significant lag in responses and an increase in customer wait times.

Our Approach

Working with the client, we first created customer journey maps to identify the pain points in the existing process. These sessions uncovered the fact that a conversational bot could replace much of the company’s website functionality as well as significantly reduce call volume for agents. 

The team built a conversational chatbot leveraging Microsoft LUIS to enable search capabilities on a cohesive master database to look up parts information and availability. Using natural language processing, users receive real-time results from requests for product information, part availability and lead time required on unavailable parts.

We then built an internal bot for contact center agents, enabling them to automate the ticket creation process by integrating it with the company’s customer relationship management system. This further eased repetitive process time, freeing these employees to handle more difficult customer inquiries.

Reducing Customer Wait Times With Conversational AI

Cognizant's communication technology experts built and deployed multiple intelligent, automated assistants to automate wait times, check multiple databases for parts availability and relay that information back to the customer. In addition to easing the process for customers, we also developed a virtual agent that reduced manual processes such as ticket creation for contact center employees.

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16%

reduction in call volume

90%

chatbot accuracy rating

50,000+

parts availability and information accessible via conversational agent

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