Hitachi Vantara (Hitachi) > Case Studies > Multinational Telecom Company Enhances Customer Experience with Alexa

Multinational Telecom Company Enhances Customer Experience with Alexa

Applicable Industries

National Security & Defense
Telecommunications

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Tamper Detection
Usage-Based Insurance

Services

Cloud Planning, Design & Implementation Services
Testing & Certification

About The Customer

The customer is a multinational telecommunications company that owns and operates telecom networks in 26 countries, predominantly in Europe, Africa, and the Asia-Pacific region. The company also provides IT and other solutions to corporate clients across the globe. It has a vast subscriber base and was seeking to improve the speed and quality of its customer service interactions. The company recognized the need for a more efficient and personalized approach to customer service to maintain a competitive edge in the telecommunications industry.

The Challenge

A multinational telecommunications company, operating in 26 countries predominantly in Europe, Africa, and the Asia-Pacific region, was seeking to improve the speed and quality of its customer service interactions. The company provides IT and other solutions to corporate clients globally and wanted to enhance its interactions with its vast subscriber base. Traditionally, customer support has been a labor and cost-intensive service with an impersonal, mechanized interactive voice response (IVR). The company recognized that a more efficient and personalized customer service approach would give it a competitive edge.

The Solution

The company turned to Cloud Migration Services from Hitachi Vantara, which proposed a solution leveraging Amazon Alexa to create a more efficient and personalized customer experience. The solution involved creating a new Alexa skill focused on 'region-specific subscriber interactions.' Subscriber questions were analyzed and converted into 'intents' (actionable requests) and 'utterances,' allowing subscribers to interact with Alexa and get their questions answered quickly. A 'fall-back intent' was also developed to help subscribers continue their interactions. The system was designed with security in mind, requiring each Intent fulfilment to pass through authentication. The data requested by subscribers was filtered through multiple layers, and a final response was constructed and sent back to the subscriber. The solution utilized various Amazon Web Services offerings, including Alexa, S3, Lambda, DynamoDB, and CloudWatch.

Operational Impact

The implementation of the Alexa-based solution resulted in a significant transformation of the company's customer service operations. The mechanized components of customer service were removed, leading to a more personalized and efficient customer experience. The solution allowed for region-specific subscriber interactions, with subscribers able to interact with Alexa and get their questions answered quickly. The system was designed with security in mind, ensuring that each interaction passed through authentication. The solution also provided a robust feedback collection mechanism, enabling the company to continually improve its services based on customer feedback. The ability to run 24x7 and the scalability of the solution were additional operational benefits.

Quantitative Benefit

Enhanced customer interactions
Significant cost savings related to managing and maintaining customer support service
Improved feedback collection mechanism