AI-Powered Customer Service Transformation for Telecom Provider
How Laxmint helped a major telecommunications provider revolutionize their customer service with AI solutions.
Key Results
Call Handling Time Reduction: 60%
Customer Satisfaction Increase: 27%
Agent Turnover Reduction: 35%
Industry
Telecommunications
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Challenge & Solution
Challenge
A major telecommunications provider was struggling with customer service efficiency and satisfaction ratings that were below industry standards.
The client was facing long wait times in their call centers, with average resolution times exceeding 15 minutes. Customer satisfaction scores were hovering around 65%, and agent turnover was high due to repetitive query handling.
Solution
Laxmint implemented a comprehensive AI-powered customer service solution:
- AI-powered chatbot for handling common customer inquiries and basic troubleshooting
- Intelligent call routing system that matched customers with the most appropriate agents
- Real-time agent assistance tool providing contextual information during calls
- Sentiment analysis for real-time customer satisfaction monitoring
Results
The implementation delivered significant improvements:
- 60% reduction in average call handling time
- Customer satisfaction scores increased from 65% to 92%
- 45% of customer inquiries successfully handled by AI without human intervention
- 35% reduction in agent turnover rate
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