Genesys this week announced that it successfully accelerated the digital transformation of state-owned Thai telecommunications and digital services provider, TOT Public Company (TOT), by leveraging Genesys Cloud and artificial intelligence (AI) technology.
The timely collaboration enabled TOT’s contact centres to effectively manage the surge in call volumes in the wake of the COVID-19 outbreak. Genesys solutions allowed agents to operate at a much higher level of efficiency across a multitude of digital channels such as email, web chat, and social media in addition to traditional phone calls.
Prior to its collaboration with Genesys, TOT’s contact centre relied upon systems that had limited ability to serve customers seamlessly across digital channels. Some challenges experienced by TOT included lengthy waiting times and incorrect call routing due to limitations posed by its traditional Interactive Voice Response (IVR) mechanism, potentially contributing to disconnections and customer dissatisfaction.
Genesys Cloud capabilities, integrated with Google Cloud Contact Centre AI (CCAI), resonated with TOT. The telecom provider needed a solution capable of scaling rapidly to meet the unexpected surges in call volume, address a constantly evolving set of requirements, optimise agent resources, and still deliver superior customer satisfaction with empathy.
Together, Genesys Cloud and Google Cloud CCAI enabled TOT to embed machine learning and conversational AI capabilities into its existing processes. Consumers reaching out from a range of channels could now interact with AI-powered virtual agents who were able to accurately capture a customer’s intent easily and accurately, routing them to the agents most well placed to handle their needs. These data-driven insights helped TOT to better anticipate customer needs in the long term, enabling it to deliver improved and more personalised customer experiences.
Operationally, Genesys was able to improve the readiness of agents with cloud technology and bring about an average reduction of 1-2 minutes for call durations by leveraging AI-powered virtual agents. Genesys technology also brought about cost savings for TOT, removing the need for TOT to invest in additional manpower, estimated to be around 1,000 additional agents.
Gwilym Funnell, SVP and GM at Genesys Asia-Pacific
Genesys is honoured to assist TOT in serving the needs of local businesses and consumers, and more importantly harness technology to make lives better amidst the ongoing pandemic.
K. Santhiphap Phoemmongkhonsap, Senior Director, Cloud and Digital, TOT Public Company
With audiences increasingly utilising digital channels, by leveraging AI and Genesys Cloud solutions, we made it a priority to modernise our contact centre infrastructure and maintain our high customer experience standards despite significant changes to customer requirements due to COVID-19.
