In 2017, this large Telecommunications Company began their search for a conversational AI vendor to partner with on a customer-facing virtual agent. They had three initial goals for the project:
- Provide a better user experience for online help
- Reduce the number of calls made to the contact centre
- Improve reporting for better customer insights
The company also had an existing repository for their support information and did not want to replicate or move that content for the virtual agent. So, as part of their vendor selection process, they set a challenge: 24 hours to build a working integration with their existing content repository. Creative Virtual emerged victorious and was selected to collaborate with the company on their self-service solution.
To learn more about this integration and how the Telecommunications Company is reaching their goals with their V-Person virtual agent, download the full Customer Success Story.