The telco sector is already putting natural language processing to wider use and currently finds itself in an evolutionary phase as companies develop and redefine their customer service frameworks. One of these businesses is Vodafone.
Fresh from finishing in first place in the recent Customer Effort Index UK telcos rankings, this summer the telecommunications giant revealed a new AI-powered virtual assistant designed to handle complex customer queries faster. SuperTOBi is claimed to have the ability to interpret entire sentences and interact with customers using natural-sounding language, providing a more personalised experience, as well as automatically transfer queries to relevant staff.
This is just one example of natural language processing in telcos, a sector that is perfectly suited to AI due to the need to manage large amounts of data and handle sensitive customer information that must comply with privacy regulations.
Furthermore, with customers increasingly demanding better services and experiences, telcos are investing in advanced AI chatbots, such as SuperTOBi, to automate and personalise customer interactions using natural language processing.
Like the banking and insurance industries, telcos do not have many opportunities to stand out in their markets due to the specifics of the industry. As a result, they must search for other ways to win over consumers and sophisticated virtual assistants is proving to be a way to do so.
NLP has managed to evolve these chatbots further and is allowing telcos to solve typical customer problems in an efficient manner and wherever possible, without human intervention, leaving human staff to focus on more important tasks elsewhere across the operations.
