![[Research Report] How Operators are Putting CX First with Biometrics and Artificial Intelligence](/media/k2/items/src/98a18a927bf40c6d56c9f909b471faaf.jpg?t=20220816_141733)
Customer care is becoming increasingly influential in shaping customer experience (CX) as care channels proliferate and as digitalization continues to revolutionize operator-subscriber communication. With the rapid growth in the number of subscriber-operator interactions, there is a strong demand for new levels of seamlessness, security and personalization in accessing and using these channels.
To address this need, operators are turning to advanced technologies, namely biometrics and artificial intelligence (AI)/machine learning (ML). Biometrics delivers seamless authentication and verification of subscribers, increasing convenience and reducing fraud risks. AI/ML on the other hand, enables automation which allows customization and personalization, for a more consistent and superior experience.
This report "How Operators are Putting CX First with Biometrics and Artificial Intelligence" takes a deep dive into the adoption of these technologies among cable, fixed and mobile operators. Based on a survey of 211 operator respondents from North America, South America, EMEA and Australia, it assesses the following:
- The current state of operator CX
- How customer care is redefining operator CX
- Major gaps in customer care
- Operator preparedness to adopt biometrics and AI/ML-driven intelligence
- Customer readiness for biometrics-based subscriber authentication
Findings from this report provide valuable insight into how operators can leverage biometrics and AI/ML-based intelligence to transform their customer care, and deliver CX outcomes.
28 April 2022 / Research Reports / By Ray Sharma