Advanced Info Service (AIS), Thailand’s largest Mobile Operator has upgraded its customer contact center system to deliver a consistent, enhanced and personalized customer experience for its growing subscriber base.
Leveraging the Avaya self-service solution, AIS has streamlined its customer care with enhanced personalized live agent support. It has also managed to reduce operational costs at its contact centers located in Bangkok and Korat. The centers currently employ 3,300 customer service employees, serving 40 million subscribers nationwide.
The new self-service system will help ensure a consistent customer experience for AIS’s 11 million calls it receives every month through its contact centers, said Avaya.
According to Avaya, the new solution now routes up to 70 percent of all customer calls through the self-service system. With the solution, customers now can gain access services such as activating their SIM card, subscribing to roaming services or even choosing their choice of rewards, without being put on long queues.
The new system also enables AIS to identify and categorize customer calls and the services required before matching them with the right agents trained to support specific service requests or customer types.