LivePerson：2024电信公司对话式数字客户服务转型手册：构建对话式通信（英文版）（14页）.pdf

1、DIGITAL TRANSFORMATION PLAYBOOKConversational Telecom2IntroductionWe are living in the age of conversation.Every major platform shift of the 21st century,from social media to chat and messaging to conversational AI,has been centered around bringing people closer to each other and to businesses throu

2、gh conversations.Conversations are the connective tissue between your customers and your telecom company.They build relationships,inspire loyalty,and ultimately,drive growth.The content of those customer conversations,your conversation data across voice and digital channels,is a gold mine of informa

3、tion that can be used to better understand your customers and propel your business forward.The rise of digital customer conversations comes at a time when consumer expectations are at an all-time high.Our research shows that 73%of consumers say they are more critical of how businesses interact with

4、them compared to a year ago.This is why the worlds most innovative telecom companies are putting digital customer conversations at the core of their customer experience.Getting customer conversations off the phone lines and into digital messaging channels is how you prepare your brand for the AI-pow

5、ered future of customer service.From automated self-service for frequently asked questions about account management,troubleshooting,and data plans,to AI-empowered tools on the agent side,AI enables you to personalize customer experiences while increasing efficiency on the agent and operational side.

6、But lets make one thing clear:its not about the AI its about the conversation.3Why conversational telecom?Conversations in particular,digital conversations are more than just a means for communicating.They have the power to unlock:Real-time insights Operational efficiency Personalized experiencesAll