A leading North American telecommunications company sought to optimize customer support, reduce costs, and enhance customer satisfaction by shifting to asynchronous messaging. Partnering with a managed service provider and Local Measure, they integrated the Engage platform, powered by AWS and Generative AI, into their mobile app. This solution enabled 24/7 support, improved agent efficiency, and delivered a seamless, customer-centric experience, driving cost savings and operational excellence.
Client Business Goals
The company, a leading telecommunications and technology company in North America, had traditional call centers that were experiencing challenges due to increasing operational costs and evolving customer expectations. To address this, the company aimed to optimize its customer support operations to provide round-the-clock support, manage demand peaks, increase app adoption, and improve customer satisfaction while reducing the cost to serve. The goal was to revolutionize customer service by encouraging asynchronous messaging through their mobile app, focusing on creating a seamless, efficient, and satisfying customer experience. They needed a solution that could deliver fast time-to-value, meet aggressive timelines, and scale across new channels.
A Solution Built on Partnership
The company partnered with a managed service provider and AWS Partner to leverage its expertise in app development.
When choosing the right technology partner, the MSP found a perfect match in Local Measure and their intelligent, pre-built contact center platform, Engage, which is powered by AWS and Generative AI. The depth of capability that Local Measure provided in asynchronous messaging, coupled with its out-of-the-box Generative AI features, made the selection an easy choice. The Engage platform is successfully used in other large telco customers, and the company noted that the platform had many industry-specific use cases pre-built out of the box. The flexible and extensible agent desktop is seamlessly integrated into a home-grown CRM to give agents a true single pane of glass for the contact center.
Together with Local Measure the MSP crafted a comprehensive solution that provided a seamless messaging experience within the company’s mobile app.
Technological Innovation
The new customer support tool is seamlessly integrated into the company’s existing customer-facing mobile app. The app offers an intuitive user experience, allowing customers to access human support 24/7. They can do this by sending a message from their mobile device and receiving a notification when an expert has responded, often resolving their inquiry in a single message. The flexible and convenient asynchronous chat feature eliminates wait times associated with traditional phone and live chat queues. Agents can effortlessly start and oversee conversations, receive timely notifications, and access chat history. Advanced intelligent routing capabilities ensure that customer inquiries are directed to the most suitable agent or self-service resource.
The app utilizes generative AI Smart Tools from Local Measure Engage to enhance agent productivity and accuracy. Powered by Amazon Bedrock and Anthropic’s latest Large Language Models, the Smart Tools function as an agent co-pilot, improving the speed and accuracy of agent responses. They accomplish this through automatic spelling and grammar correction, content creation and translation, form completion, and auto summarization of transcripts for after-call work. In addition, seamless integration with existing systems and infrastructure ensures a smooth customer journey.
Customer-Obsessed Innovation
This initiative underscores the company’s commitment to continuous improvement and customer-centric innovation. The shift towards asynchronous messaging aligned with its cost-saving goals and provided its customers with a more satisfying and flexible way to interact. Moreover, the company’s commitment to leveraging cutting-edge technology like Gen AI highlighted its dedication to continuous improvement and customer-centric innovation. This seamless Gen AI integration has improved agent efficiency and significantly reduced handling costs, showcasing the power of AWS technology. The enthusiastic customer adoption has reaffirmed the company’s position as a forward-thinking leader in the telecommunications industry.
Results
The collaboration between the company, the managed service provider and Local Measure has resulted in a groundbreaking customer support solution. This solution merges a native mobile experience with advanced AI capabilities, leading to a substantial enhancement in customer satisfaction and a decrease in call center volume. The project is anticipated to generate a substantial return on investment by enhancing efficiency and saving costs.
- Reduced Operational Costs due to deflection to a digital self-service channel in the first year.
- 24x7 asynchronous support Improves Customer Satisfaction - Customers benefit from faster response times, increased convenience, and a more personalized experience.
- Increased Agent Efficiency: AI-powered tools empower agents to handle more inquiries efficiently and accurately.
- After-call work reduced by 50%
- Doubled agent capacity for non-voice interactions
- Data-Driven Insights: The platform provides valuable data on customer behavior and agent performance, enabling data-driven decision-making.
AWS Services Used
Amazon Connect
Amazon Bedrock
Amazon Cognito
Amazon S3
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