Veronika
Intelligent customer support for Telecommunication
Products used:
Kata Flow
Kata NL
Background
As Indonesia’s largest telecommunication company with huge user bases, Telkomsel receives a constant flow of customer requests all day. While some customers seek help to set up their equipment, others complain about something that is not working right, and so on. What makes it more difficult is that customers expect instant solutions as they depend a lot on mobile and internet connections. Their customers also prefer to have more interactive communication and omnichannel experiences that run 24/7, which costs big money
Therefore, in 2017 Telkomsel started to utilize conversational AI technology to streamline customer service operations and boost revenue from more transactions. Telkomsel decided to partner with Accenture and Kata.ai to build an intelligent virtual assistant and revive Telkomsel’s Legendary Brand Persona named “Veronika”. This strategy makes Telkomsel the first telecommunication company in Southeast Asia that utilizes AI technology and messaging apps for a customer service operation.
Veronika is designed to automate customer service by offering personalized assistance. With Veronika, customers can redeem their Telkomsel Point, check and top-up phone credit, pay bills, and buy internet packages. Beyond that, customers can ask Veronika to make an appointment to come to Telkomsel's GraPARI branches and report complaints. The virtual assistants is expected to improve customer satisfaction and increase Telkomsel’s revenue from various products.
Solution
Veronika is a digital chat service that can assist with all the needs of Telkomsel’s customers. We choose Veronika as the virtual assistant's persona because customers are already familiar with Veronika, capitalizing on Telkomsel’s existing brand strength. To this day, Veronika virtual assistant is integrated with My Telkomsel app, Telkomsel.com, WhatsApp, Facebook Messenger, LINE, and Telegram to help millions of customers across the different channels. When customers need help or want to buy Telkomsel’s products, they can choose any channel that suits their preferences.
With Veronika virtual assistant, Telkomsel wants to deliver customer experiences and solve customer problems without the need for them to talk to a human agent. Also, with Veronika, Telkomsel ensures that customers do not have to endure long waits and endless call options. But when complex issues come up, Veronika can immediately connect the customer with a human operator and loop the operator in on the customer’s problem.
Veronika virtual assistant has managed to transform Telkomsel digital services to be more convenient for customers. It allows them to deliver 24/7 support, which is a key advantage in the telecommunication industry. The virtual assistant can also help increase conversion rates by automating the process of upselling or cross-selling products to customers based on their purchase history or past conversations.
The impact
- Veronika has managed to increase revenue from phone credits and data package purchases with an average conversions rate of 5%
- Veronika has successfully automated up to 97% customer queries without needing human-agent assistance.
- Veronika virtual assistant has become Telkomsel's omnichannel solutions to boost customer experience and streamline customer service operations.
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