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Billing care inquiry
Facilitate customer’s billing related question and recommend alternative product or add-on if applicable
KPIs & assumed gains:
- Call deflection rate of billing related inquiry: 10-30% increase
- AHT of assisted calls: 10-20% decrease
At-risk customer insight
Identify and generate a personalized treatment plan for potential churn candidate based on past interaction data.
KPIs & assumed gains:
- Customer churn rate: 5-15% decrease
- # of service calls: 1-2% decrease
Digital support agent
Address customer technical questions & issues around their home devices.
KPIs & Assumed Gains:
- Call deflection of technical related inquiry: 10-30% increase
Interaction insight
Summarize & gather insights from channel interactions to enrich customer profile & provide customer highlights to CSR
KPIs & assumed gains:
- AHT (overheads) of assisted calls: 10-20% decrease
- NBO/Campaign success rate: 15-20% increase
Competitive offer analyzer
Search and compare similar products and promotions from competitors to target segments with compelling offers
KPIs & assumed gains:
- Campaign success rate: 15-20% increase
- Time spent on competitive research : 35-50% decrease
Conversational selling
Search and refine personalized offers according to customer’s need during sales conversation
KPIs & assumed gains:
- # of assisted channel orders: 10-15% decrease
- Sales conversion rate: 3-5% increase
- Net Promoter Score (NPS): 5-10% increase
Learn more
Amdocs amAIz Platform
A unique telco-grade and trusted GenAI framework that enables CSPs to drive innovation, automate processes and optimize decision-making.