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Chatbots in telecommunications to provide business value (specific to…
Chatbots in telecommunications to provide business value
what is telecommunications?
telephone network, the radio broadcasting system, computer networks and the Internet
but it's really the marketing and customer service in these services, right?
tend to be CS-heavy industries
"business value"
informal term that includes all forms of value that determine the health and well-being of the firm in the long run.
Profitability
Market share
Brand recognition
Customer loyalty
Customer retention
Share of wallet
Cross-selling ratio
Campaign response rate
specific to telecoms
huge call volume
very repeitive calls
often highly structured, data-based products
no need for "transferring" calls
vavailble 24/7
Interactive Voice Response (IVR) systems can be very frustrating. Seem less so with the "humanized" charactistics of chatbot
Revenue
by leveraging data, they can personalize offers and products, leading to higher revenues
Customer experience managemen (CX)t/retention
chatbots agilize it - speed it up without losing "human" touch
keep humans free for more complex tasks
also cuts costs
gives people new way to access information that they might not otherwise find
can perform triage before handin over to CS agent
"native chatbots with sophisticated NLP and AI algorithms allowing the bot to recognize free speech and learn in the process."
Chatbots are primarily natural language text interfaces that are constructed using rules that encourage canned, linear-driven interactions.