Improving Customer Engagement in Communications With Artificial Intelligence


With great leaps in technology, the telecommunications industry continues to grow at impressive rates globally. According to research, the global telecommunications market is expected to reach $2.47 trillion by 2028. Further growth of the industry indicates a larger customer base and increased demand for services. Customer engagement refers to the process of connecting with customers beyond just the products offered to improve relations and guarantee that customers feel a deeper experience with the brand. To prove that the telecommunications industry does need a boost in customer experience, surveys have shown that customers experience significant delays in communicating with network providers. The average user requires at least 2 attempts to get in touch with operators and delays of up to a day can result in a 30% in customer satisfaction. Only 33% of customers believe that companies actually know and cater to their needs and as many as 46% believe that these gaps are intentionally created by companies using impersonal queries and one way communication channels. 

Already, telecommunications companies have an edge in the area of customer supply with the rise of digitalisation. However, with rapid changes in the demand for services, network companies need dynamic channels of communication with users to ensure that they continue to provide desired services to their customers. 

The Role of Artificial Intelligence in Customer Engagement 

Artificial intelligence provides vast opportunities for engaging customers. Already, it is projected that up to 95% of customer interactions will be powered by AI in 2025. Some of the techniques that could make a difference and help achieve this include:

Data Analysis: Integration of AI powered technologies into communication systems can drive the collection of data and provide important insight into possible areas of improvement in customer service. The most common requests from customers can be analyzed and used by telecommunications companies to determine what new features and services can be added to improve customer satisfaction. 

Personalised suggestions: AI-based systems can analyze customer preferences and behaviours to make suggestions tailored to suit each customer based on patterns of network use, subscriptions and other activities. This can have an impact on selective advertising and help companies to increase their chances of success when testing or launching new products and services.

Accurate routing: AI systems can help to identify and sort customer requests. This can then be applied either to quickly resolve customers’ inquiries or to route requests from customers to the appropriate operators to ensure rapid resolution. Such applications may also become capable of replying inquiries and providing options for customers to better engage with the services on offer. 

Self Diagnosis: By equipping easy-to-use communication systems with AI, they can become able to guide customers through the troubleshooting process and help customers access quick and easy solutions to problems. This will enable companies to free up valuable Human Resources and time to commit workers to solving more complex problems. There is also a possibility that this will help to save cost and loss of customers. 

Omnichannel delivery: The presence of multiple applications and avenues to interact with customers can be put to good use by increasing engagement on available platforms on social media and chat sites. Embracing various modes of communication will ensure that customer experience not only remains dynamic, but also that customers are able to choose what method works best for them. 

Ultimately, the success of all brands and products depends highly on the perception of customers regarding not only the services provided, but also the experience provided to the user. By strengthening customer relations with the integration of improved technologies powered by AI, the telecommunications industry can ensure that recorded growth in the market is well sustained.


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