Our Client
A growing telecommunications firm with footprint across several regions.
The challenges our client faced
The telecoms company was struggling to manage a growing number of customer inquiries. High call volumes, limited staff availability, and inconsistent responses led to long wait times, frustrated customers, and inefficient operations. The challenges faced included:
- Repetitive high-volume queries on data balances, bill payments, plan upgrades, and network issues resulting in redundant support tasks that overburdened agents.
- Calls to customer support often having wait times of 5-10 minutes, frustrating customers and lowering satisfaction levels.
- Human agents being unavailable during off-hours, leaving customers without round-the-clock support.
- Different agents giving inconsistent responses, reducing trust in the service.
- Maintaining a large call centre for peak and off-peak hours was costly and inefficient.
- During plan launches or network issues, the call centre became overwhelmed, leading to dropped calls and unresolved queries.
Our solution: Lola conversational AI voice bot
We partnered with the telecoms company to deploy the Lola AI voice bot to automate routine inquiries and enhance customer support efficiency. The voice bot:
- Handled billing, plan information, and password reset queries automatically.
- Operated seamlessly across chat and voice platforms.
- Provided 24/7 instant responses for timely customer support.
- Ensured consistent and accurate information across all interactions.
- Reduced call centre workload, allowing human agents to focus on complex tasks.
- Cut operational costs by optimising resource usage.
- Escalated complex queries smoothly to human agents, maintaining a superior customer experience.
Results
After we worked with the telecoms company to deploy Lola, they saw a range of measurable improvements:
- Call volume was reduced by 50%, with routine queries handled automatically.
- 24/7 availability ensured instant support, increasing engagement and satisfaction by 35%.
- Operational costs decreased by 30% due to reduced dependency on human agents.
- Accuracy and consistency of responses from customer support increased by 65%,
- Average handling time dropped by over 70%, with customers able to get answers in under two minutes, depending on query complexity.
Client comment
“Lola has transformed how we support our customers. Our call centre efficiency has improved dramatically, and customers appreciate getting instant answers without waiting on hold. The integration was smooth, and the results speak for themselves.”
Customer support desk manager
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