You are making a trip abroad. As soon as you land and connect to the local network, you receive a text message.

 

You are making a trip abroad. As soon as you land and connect to the local network, you receive a text message.

Tap the new message notification to continue. 

Prime Telecom is welcoming you to El Salvador and informing you about your costs abroad. But rather than leaving it at that or sending you to a phone system or a website to add more data, it lets you respond on the same channel: via a simple text message.

CONTINUE

After a short on-the-spot interaction, you have purchased a data plan to surf the Web at your leisure while saving cost!

 

The system confirms everything with a final message.

 

The interaction is fully automated but looks and feels like a conversation with a person. Prime Telecom doesn’t waste your time though: the text responses come back within seconds.

 

This is Interactive Text Response (ITR).

 

CONTINUE

After a few days, you realize that you keep calling home, which will most likely cost you more than you had budgeted for your vacation. You decide to ask for your options – again using text messaging, a channel that is best suited for basic interactions as the data plan conversation has shown.

 

Prime Telecom doesn’t just use Interactive Text Response for outbound notifications. It lets customers send self-service inquiries at any time, 24/7. Prime Telecom makes sure it fits into your life.

 

The system can process responses in plain English (and many more languages) using Natural Language Understanding (NLU). It integrates with a knowledge base to answer common questions.

 

Furthermore, it integrates with Prime Telecom’s CRM and billing system and maintains context and transaction history – and thus knows that you are still abroad and are inquiring about international plans.

 

That’s what we call Experience Continuity.

 

 

CONTINUE

Machine intelligence and the ability to understand human languages isn’t perfect yet. Which is why we need to be prepared to have “human backup”.

 

Rather than attempting to keep the customer in a “I’m sorry I didn’t understand” loop well-known from poorly designed IVR applications, Prime Telecom uses live agents to jump in when needed. It can tap into the current wait times in the contact center and set the right expectation with the customer.

 

Again, Experience Continuity makes for an unexpectedly pleasant user experience.

 

CONTINUE

After 5 minutes, as expected, a friendly agent from Prime Telecom’s customer service team reaches out to you to help with your inquiry. The conversation can continue via text messaging, but you decide you’d rather wish to speak

 

Scott has the ability to escalate from text to voice and you receive a phone call right away..

After 5 minutes, as expected, a friendly agent from Prime Telecom’s customer service team reaches out to you to help with your inquiry. The conversation can continue via text messaging, but you decide you’d rather wish to speak

 

Scott has the ability to escalate from text to voice and you receive a phone call right away..

You have a great remaining time in El Salvador and finally return home. Click here to continue

During your vacation you made a new friend. He had the latest smartphone that you have been hearing about. After you return home, you remember that you might be eligible for an upgrade soon.

 

You decide to inquire with Prime Telecom right away.

 

Continue

Sometimes texting isn’t enough. There’s only so much you can put into 160 characters after all. Therefore Prime Telecom uses what’s called disposable apps.

Click on the link embedded in the message to continue

Disposable apps are special-purpose mobile Web apps that work on all smartphones, do not require prior download, and let you accomplish tasks more efficiently by sending you directly to relevant context derived from the prior engagement, bypassing tedious log-in or menu screens.

Continue

After browsing through the options, you select the phone you want and pre-order to make sure you get it on day 1. Prime Telecom confirms your order through a text message.

 

All of this happened without human intervention, yet it exceeded the customer’s expectations of service speed and convenience.

 

That’s the power of CX 2020.

 

This concludes our demonstration.

To restart, please press the Home button or return to the Mobile Carrier Roaming and Phone Upgrade page.

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK