The rapid growth in the volume of transactions handled by operator touch points has pushed customer care to become a major factor influencing telecom customer experience (CX). Operators are becoming increasingly aware of how customer care interactions are shaping the brand experience, and are looking to new ways to drive more contextual and meaningful engagements.
Based on a survey of 211 global operators, biometrics and artificial intelligence (AI) / machine learning (ML)-based intelligence are proven to be tools of choice among operators in enabling secure and seamless authentication while driving conversational intelligence across any customer care interface and agent type.
This e-book, which is based on the findings of the survey, uncovers current gaps in customer care and the impact of biometrics and AI/ML-based intelligence in transforming its operations and service delivery. It also highlights the preferred implementation models, expected challenges and how operators can leverage Nuance’s market-leading solutions in subscriber authentication and contextual engagement to deliver these capabilities.
15 November 2022 / Nuance Communications White Papers / By Ray Sharma