In the dynamic world of telecommunications, staying ahead requires more than just keeping customers connected. One of Australia’s leading telcos recognised this need and took on a contact centre transformation using advanced AI at the forefront, partnering with Pearl-Plaza to transform their contact centre operations, leveraging advanced AI and NLP for deeper insights and actionable intelligence.<\/p>\n\n\n\n
This telco was able to leverage the power of Natural Language Understanding (NLU) over traditional Large Language Models (LLMs), creating a robust and fit-for-purpose CX program with a focus on solving real business challenges such as:<\/p>\n\n\n\n
Partnering with Pearl-Plaza allowed this company to realise important customer experience insights that supercharged business growth. Some of the highlights include:<\/p>\n\n\n\n
For the contact centre leader, the distinction between LLM and NLP was critical. While LLMs offer broad thematic analysis, they often fall short in delivering the nuanced insights required for actionable improvements. This telco needed a solution that could move beyond surface-level themes to truly understand and address customer concerns. Ultimately, the goal was to uncover the \u2018why\u2019 behind the feedback. <\/p>\n\n\n\n
The telco was at a crossroads, with traditional customer feedback methods falling short of delivering the nuanced insights needed for true improvement. The team recognised that merely scratching the surface wasn\u2019t enough\u2014they needed a revolutionary approach.<\/p>\n\n\n\n
The transformation began with a deep dive into comprehensive call centre analytics<\/a>. This provided a 360-degree view of every customer interaction. It wasn\u2019t just about numbers on a dashboard\u2014it was about seeing the whole picture integrating call centre KPIs, customer, and agent experience analysis into one single place of truth. The analytics revealed patterns and pain points that had previously gone unnoticed, allowing the team to pinpoint areas that were ready for immediate improvement.<\/p>\n\n\n\n Next came the integration of Conversational AI, unlocking deeper insights than ever before. Imagine being able to understand not just what your customers are saying, but how they feel and what they truly mean\u2014breaking down the conversation between agent and customer using natural language understanding and custom text analytics models, unique to this business. <\/p>\n\n\n\n In real time, the telco could analyse the sentiment and intent behind each conversation, paving the way for immediate issue resolution and a proactive approach to customer service. It was like having a sixth sense for customer satisfaction, understanding why customers are really calling to solve the root cause of issues and reducing cost in the call centre channel.<\/p>\n\n\n\n But the transformation didn\u2019t stop there. The business implemented tailored customer feedback solutions, finely tuned to the telco\u2019s unique needs. No more one-size-fits-all surveys that missed the mark. Now, feedback collection was optimised for maximum response rates and accuracy, making sure that every voice is heard and every concern is addressed.<\/p>\n\n\n\n In addition to customising feedback methods, the telco revamped its Quality Assurance (QA) criteria and analysis processes. In the past, QA was often reactive, focusing on compliance and basic metrics. Now, the new approach integrated more sophisticated criteria that emphasises customer sentiment, the resolution’s effectiveness, and the overall interaction quality.<\/p>\n\n\n\n By analysing feedback alongside QA data, the telco could identify not just procedural errors but also areas where customer expectations weren\u2019t fully met. This shift allowed for more targeted coaching of contact centre agents, improving both their performance and the customer experience. QA became a strategic tool, offering insights into trends and recurring issues that could be addressed proactively, rather than just evaluating individual interactions in isolation.<\/p>\n\n\n\n The combination of tailored feedback solutions and enhanced QA criteria created a powerful feedback loop. This loop continually informed the telco\u2019s approach, ensuring that every interaction was a learning opportunity and that the customer experience was constantly evolving and improving.<\/p>\n\n\n\n The real magic, however, lay in the actionable intelligence sourced from advanced NLP technology. These weren\u2019t just data points\u2014they were insights that could drive real change. With this new understanding, the telco could implement targeted strategies to enhance customer satisfaction and loyalty. Each piece of feedback was a stepping stone towards a more refined and effective customer experience.<\/p>\n\n\n\n In just twelve months, the telco saw strong results that emphasised the power of their new approach. Call handling times dropped by an impressive 20%, significantly reducing the time customers spend waiting for resolutions and enhancing overall efficiency. First-call resolution rates jumped by 25%, meaning more customers have their issues resolved on the first interaction, leading to higher customer satisfaction and lower service centre operational costs. This improvement is a direct result of better understanding and addressing customer needs in real time.<\/p>\n\n\n\n Finally, customer satisfaction reached new heights with a 15% increase. This boost reflects the customers’ appreciation for the swift, effective responses and the personalised attention they receive. The telco’s journey isn\u2019t just about adopting new technology; it\u2019s about fundamentally rethinking how they approach customer feedback. By transforming raw data into actionable insights, they turn feedback into impactful actions that drive meaningful change. This comprehensive strategy not only enhances customer experiences but also builds stronger, more loyal customer relationships, setting a new standard in the telecommunications industry.<\/p>\n\n\n\n This telco\u2019s journey with Pearl-Plaza is far from over. The partnership continues to evolve, with ongoing innovations and improvements. Up next, the telco plans to bring in even more customer listening signals to the XI Platform for a bigger picture of the customer journey.<\/p>\n\n\n\n Pearl-Plaza\u2019s advanced AI proposition has empowered this leading Australian telco to transform its contact centre operations, delivering exceptional customer experiences and driving business success. By choosing NLP over LLM, the telco has unlocked deeper insights and actionable intelligence, setting a new standard for customer feedback management in the industry.<\/p>\n\n\n\n If you\u2019re wondering how advanced AI and conversational intelligence could transform your contact centre, please get in touch or check out a demo below<\/strong> to see how the Pearl-Plaza Platform<\/a> can fit your business\u2019 unique needs. <\/p>\n","protected":false},"featured_media":82369,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[1031],"industry":[549,32],"region":[260],"class_list":["post-82373","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","category-conversational-intelligence-en-nz","industry-contact-center","industry-telecom","region-apac-en-nz"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/82373"}],"collection":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/82373\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media\/82369"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media?parent=82373"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/categories?post=82373"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/industry?post=82373"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/region?post=82373"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Custom And Layered Feedback Solutions Supercharge the Business<\/strong><\/h3>\n\n\n\n
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