Telecom industry often struggles with managing high volumes of customer calls efficiently while maintaining a high standard of customer satisfaction. Telefónica Germany, one of Europe’s leading telecommunications companies, faced these challenges but managed to revolutionize their customer experience through the integration of Teneo Conversational IVR solution, Teneo OpenQuestion. This case provides an excellent example of how GenAI-driven IVR technology can transform telecom customer service by improving call routing, reducing wait times, and increasing overall satisfaction.
The Challenge
Telecom companies like Telefónica handle millions of calls each month, often across multiple languages and departments. Traditionally, customers were forced to navigate through complex, multi-level IVR menus, which led to frustration, longer wait times, and increased call abandonment rates. Telefónica’s legacy IVR system struggled with efficiently handling the massive volume of customer inquiries, leading to significant inefficiencies in routing calls to the appropriate agents. More on this Case study can be found here: Telefónica Implements OpenQuestion to Support Industry-Leading Contact Center Customer Experience.
The Solution: Conversational AI with OpenQuestion
To tackle these issues, Telefónica implemented Teneo’s OpenQuestion Conversational IVR. This advanced AI system allows customers to interact naturally with the system, using open-ended voice inputs rather than selecting from rigid menu options. This intuitive system understands customer queries and rapidly routes them to the correct department or resolves issues without the need for human intervention.
Teneo platform can handle multiple languages, a crucial feature for Telefónica, which operates in a multilingual market. The AI-driven system also provided Telefónica with real-time analytics on call patterns and customer behavior, allowing for continuous optimization of the system.
The Results
The transformation of Telefónica’s IVR system led to impressive outcomes:
- 900,000+ calls handled monthly: The AI-powered system efficiently managed a vast volume of customer inquiries, providing real-time support across multiple languages.
- 6% increase in IVR resolution rates: By enabling customers to resolve their issues without needing to speak to an agent, Telefónica improved the overall efficiency of its customer service operations.
- Reduction in misrouted calls: The AI’s ability to understand customer intent significantly reduced the rate of misrouted calls, ensuring that customers reached the right department the first time.
- Improved customer satisfaction: With quicker resolutions and fewer misrouted calls, customer satisfaction ratings increased, as customers experienced a more seamless and efficient service process.
Why This Matters
Telefónica’s success illustrates the power of Conversational IVR in industries that handle a high volume of calls. By replacing outdated menu-based systems with AI-powered, natural language solutions, telecom companies can provide faster, more personalized service from features like Teneo Adaptive Answers. This not only improves the customer experience but also increases operational efficiency and reduces costs.
This case highlights how Teneo.ai’s Conversational IVR solution can be a game-changer for telecommunications companies aiming to modernize their customer service experience.
To explore these topics in more detail, check out the following resources:
- Customer Experience Examples: An Overview
- Customer Experience Examples: Improving Healthcare with AI-Powered IVR
- Customer Experience Examples: Revolutionizing Telecom with Telefónica’s Conversational IVR
- Customer Experience Examples: Enhancing E-Commerce Efficiency at HelloFresh
- Customer Experience Examples: Enhancing Financial Services with AI-Driven Contact Center Automation
- Customer Experience Examples: Enhancing Retail Customer Engagement with AI-Driven IVR
- Customer Experience Examples: Boosting Tech Service Efficiency at CSG with AI-Powered IVR
- Customer Experience Examples: Improving Hospitality with Fast-Resolution Conversational IVR