Customer Story: VodafoneZiggo
VodafoneZiggo has successfully innovated their customer service, creating fully human conversations with customers, enjoying motivated agents and managing lower costs in operations. Learn how they did it.
VodafoneZiggo has successfully innovated their customer service, creating fully human conversations with customers, enjoying motivated agents and managing lower costs in operations. Learn how they did it.
VodafoneZiggo is a Dutch company offering fixed, mobile and integrated communication and entertainment services to consumers and businesses. VodafoneZiggo is a joint venture of Liberty Global, the biggest international TV and broadband internet company, and Vodafone Group, one of the world’s biggest telecommunication companies.
Customer acquisition costs in telecommunications are high. So customer retention and upselling is incredibly important. A great customer experience is key.
This is especially important when customers are facing complicated technical problems. In telecommunications, there are plenty of those: customers are dealing with failing WiFi, a new SIM card that doesn't seem to work or issues while switching from provider. (Learn more about our service in telecommunications here)
Great customer care is expensive, though. No wonder that many companies had high hopes for automation and robotic process automation. VodafoneZiggo also has invested in this area, deploying chatbots in repetitive tasks.
But a lot of conversations in the telecommunications industry are incredibly hard to automate without alienating customers. Chatbots can do their (limited) part, but almost 80% of conversations falls back to human agents.
chat and messaging
now all working from home
for B2C on Fixed & Mobile
Still, parts of conversations that are non automatable with chatbots, are still highly repetitive and agents lose a lot of time typing the same sentences over and over again.
The challenge for VodafoneZiggo in cooperation with Deepdesk was threefold:
In a joint effort with Deepdesk, VodafoneZiggo did something innovative and counterintuitive. They successfully switched their approach from automating some conversations fully to all conversations partly.
The strategy is not more automation or less automation. The strategy is smarter automation: augmenting customer experience by improving the quality and speed of conversations, using AI.
Instead of having a chatbot in charge of communicating with the customer, with the help from Deepdesk, VodafoneZiggo deployed AI to support their human agents. This makes the conversation with the client faster, more reliable, more accurate and, last but not least, more personal, than either man or machine could accomplish by themselves.
Deepdesk successfully enables our strategy in which we’ve switched our approach from automating some conversations fully (with chatbots) to all conversations partly. It’s giving an enormous boost to our customer service.
So, how does this work? Deepdesk built a virtual personal assistant for agents. They give the agents possible replies, useful links or tutorials or anything that helps the customer to get the answer he needs. Noteworthy: the Virtual Assistant doesn’t give the answer, it suggests the answer. The agent selects the phrase, video or link he believes is appropriate. This speeds up the tempo of the conversation and the human agent is still in control.
Text and solution suggestions are tailored to live conversations and are personalised with agent chat history and personal tone-of-voice.
Even without writing, there are instant reply suggestions. These reply suggestions, are the top-3 suggestions out of then-thousands available that match the conversation and the agents tone of voice. When typing, sentences are autocompleted, reducing typing time.
With a single click a specific link to the website can be added, that matches the customers' need. And that's just some examples of a list of features that are available to the agent, when needed, to help the customer swiftly.
We have analysed over two million chats and e-mails and searched for logic in all questions and answers. Deepdesk supports our employees to help our customers faster and in turn make the technology equally more sophisticated.
on human agents by bringing down average handling time
Top agents now only write half manually, the other half is assisted by Deepdesk.
Increased self service with no human interaction needed.
8% messenger conversations fully automated with the Assisted Intake
The amount of text that human agents used to write each year.
Every two weeks all models are updated. Processing GB of chat data.
In close cooperation with VodafoneZiggo, we have continued to developed new features and a fresh approach to AI in customer service.
Don't hesitate to give us a call at +31202441750