The telecommunications industry has been static and unchanging for years. But today, people’s contact with these companies has shifted to a more interactive and instant communication through numerous channels. Read the story of a company that has transformed this obstacle into an advantage.
A new strategy for a new consumer
“There’s a new profile of customers that demand new products and services, as well as better ways to interact with us”, explains Mauricio González Castelazo Kleimann, Assistant Director of Customer Service.
Movistar joined Aivo and acquired AgentBot
in 2014. The main goal was to deliver a customer experience where people could solve their issues without needing to talk to a human agent and go through long waits and endless options.
As María José Mañón Talamantes, Innovation & Strategy Manager, puts it: “There was a great variety of companies that offer bots, but only in Aivo we found a partner that had had real successful experiences in other countries.”
Movistar’s new agent
The Movistar Customer Service team knew they wanted to recreate a certain personality, that of the person your mother goes to when she needs help on a smartphone related issue. And thus, their new virtual assistant was born, winning software of the 2015 Intelligent Assistants Awards
The conversational bot interacts not only with Movistar’s customers but also their systems and web services, to provide specific information about lines and their status.
“When it is able to automatically resolve issues, the chatbot takes care of the whole communication process. And, only when it is not able to do so, it transfers the conversation to a human agent.”
Mario Castellano González | Expert in innovation and strategy
Experience and Results
As a result, Movistar reduced their Customer Service costs by more than 30%, increased self-service KPIs and gained customers in digital support working towards a fully omnichannel experience.
In addition, the ROI grew rapidly. Currently, they have a customer retention of more than 80%. Thanks to the chatbot’s quick positive impact, the customer care team was able to focus on new challenges and improve service quality.
Mario Castellanos González, Innovation and Strategy Expert, concludes: “the evolution of the virtual assistant has occurred very naturally, because it is easy to use, intuitive and it’s simple to understand what is happening and what the clients need.”
In 2017, González’s team started using another product from the aivo family: Live
, an omnichannel human chat experience assisted by Artificial Intelligence. It allows agents to talk to customers and have real time or asynchronous conversations.