A large UK telecom provider, servicing telephone and broadband networks for over 30 million homes and businesses, struggled with complex and manually intensive processes, disparate applications, and long cycle times, resulting in poor customer experience, errors, and high operating costs.
To address these challenges, the company sought a unified approach that leverages intelligent automation and other AI technologies to accelerate and streamline operations, ultimately enhancing the customer service experience.
EdgeVerve AI Next, a unified AI platform, played a transformative role in:
Key business benefits delivered:
Reduced AHT from 30 mins to 9 mins per request
Saved ~60K hours annually, enabling freeing-up and reassigning agents for high-value tasks
Improved compliance by ensuring adherence to a 24-hour SLA for all requests
Transform your customer service operations with EdgeVerve AI Next!
Download the case study to see how EdgeVerve AI Next revolutionized customer service operations for the telecom giant through a multi-pronged approach.
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