About the customer
Industry:Telecom, Media & Communications
An American telecom company, operating in the wireless solutions and mobile phone products distribution space, wanted to prepare for future growth and deliver a seamless and efficient customer experience to their clients without compromising on quality. That’s where Cloud Kinetics stepped in, implementing a customer support AI Agent to do just that.
Challenge
Balancing high service quality with high customer enquiry volumes
The telecom company faced mounting pressure to scale their customer support operations during peak periods. The challenge – how to handle large customer enquiry volumes while continuing to ensure the high service quality standards their clientele was accustomed to.
The business wanted to build the capability to handle large volumes at peak times without having to add to overheads or hiring more staff. The solution needed to:
- Ensure instant, 24/7 responses while maintaining high service quality
- Offer seamless access to the customer data platform to retrieve application status, shipment details and customer information
Solution
Comprehensive customer support AI agent readies company for scalability
Cloud Kinetics deployed a sophisticated AI agent purpose-built for customer support operations.
The customer support AI agent implemented had the following features:
- Advanced reasoning, can classify user intents, handle FAQs and take actions to support customers.
- Seamless connection to customer database for real-time retrieval of user data like application or product shipment status.
- High scalability, laying the foundation for future multi-agent expansion.
- Automated agent testing, allowing them to use AI to evaluate with human oversight.
Success Metrics
AI agents deliver 92% first-contact resolution and 99.5% uptime
The customer support AI agent has already driven significant efficiency gains:
Customer experience: 92% First Contact Resolution (FCR)
24/7 operation: Eliminating dependency on the customer relations support team for getting information
Chatbot availability: 99.5% availability
Intent recognition accuracy: 91% for multiple agents
The company’s foray into intelligent automation is part of a larger trend sweeping the industry.
By deploying AI agents for the client, Cloud Kinetics has created a new customer support ecosystem that will continuously learn, adapt, and improve with each interaction, setting higher benchmarks for service quality levels both within the organization and in the industry it operates in.
