Maintaining best in class customer service, while growing 30% year over year.

In the competitive landscape of telecommunications, exceptional customer service often defines success. Digital Republic, a leading Swiss mobile virtual network operator and telecommunications provider, clinched consecutive top awards in 2022 and 2023 mainly for their outstanding customer support. Yet, with annual growth rate of over 30%, maintaining this level of excellence poses a challenge.

Key Results

• 15%+ decrease in customer tickets, solving problems before they get tickets.

• Accuracy rate of 85% for inquiries handled by the AI assistant.

• Growing satisfaction rate of customers due to the immediate answers and consistent improvement in the quality of responses.

Elevating Customer Service

Building the Right AI Customer Assistant

In the competitive landscape of telecommunications, exceptional customer service often defines success. Digital Republic, a leading Swiss mobile virtual network operator and telecommunications provider, clinched consecutive top awards in 2022 and 2023 mainly for their outstanding customer support. Yet, with annual growth rate of over 30%, maintaining this excellent level of customer satisfaction poses a challenge.

Goal

Maintaining Operational Efficiency

The AI-powered Customer Assistant facilitated the customer support team in managing a 15% decrease in requests (1st level tickets) while maintaining the same manpower, ensuring sustained operational efficiency and workload management.

AI Strategy Assessment

Finding the Right Tasks to Automate

Connect AI partnered with Digital Republic to empower their customer support. The journey commenced with a strategic AI assessment conducted in collaboration with Digital Republic's management team. Our primary objective was to pinpoint areas of focus within the organization. It became evident that customer support held paramount importance.

Delving deeper into this domain, we meticulously crafted a task profile for a customer support employee. This profile served as a blueprint for assessing each task's AI potential, considering both its significant business value and technical feasibility. Through this process, we identified an AI customer assistant as our prime candidate, aiming to provide immediate assistance and semantic search capabilities across our extensive support content. The ultimate goal was to swiftly aid customers or seamlessly guide them to either our ticketing solution or hotline for further assistance.

Unique Approach

Prioritizing Customer Benefits

Creating tangible benefits for customers stood as a crucial goal for Digital Republic. Traditional chatbots often left customers frustrated, failing to offer relevant information, trapping them in loops, or hindering human interaction. As Customer Service stands as Digital Republic's unique selling proposition (USP), prioritizing a service that truly benefits customers was paramount.

Solution

Implementing a Customised AI Assistant

The crux of succesful AI Customer Service is the embedding the right data and the Assistants logic. Choosing Open AI's GPT 4o Language Model as the AI infrastructure proved pivotal for its superior performance and speed. The next crucial step involved curating the data for the Assistant's knowledge base. Quality triumphed over quantity as we aimed for high-quality, noise-free data to ensure accurate responses.

Training the knowledge base involved continuous feedback loops with the customer support team, refining the bot's answers and maintaining a cohesive quality standard. This iterative process remains ongoing, evolving with Digital Republic's customers to offer unparalleled service.

Outcome

Redefining Customer Support

The implementation of these AI-driven features transformed Digital Republic's customer support landscape. Customers experienced seamless interactions, swiftly finding solutions or seamlessly transitioning to other support channels. ChatGPT's capabilities circumvented the shortcomings of traditional chatbots, offering meaningful, frustration-free assistance.

The outcome was transformative. Connect AI's technology revolutionized customer service, merging AI capabilities with human touchpoints for an exceptional experience. These AI-driven solutions have set new industry benchmarks, surpassing customer expectations and signaling a future where technology and human interaction redefine support excellence.