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Wysdom Evolves Prepaid Wireless Support

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Telecommunications companies are already on the forefront of AI-based digital support. By the nature of the space they operate in, and the competition in their field on prices and devices, these companies attempt to differentiate themselves by the support they offer to their subscribers, and are rewarded by contracts which are based on customer satisfaction and loyalty. However, there is a different story emerging with another side of their business: prepaid wireless plans, and in turn prepaid wireless support.

Prepaid wireless divisions are almost like a separate business within themselves, with different use cases, rules, instructions, and levels of support. In many cases, a potential customer can and might activate a prepaid account by themselves, without an agent, and this is by design. Offering the same type of support to a prepaid customer without a contract that an enterprise telco offers to their subscribers will cut into the thin margins which are the reality of prepaid.

With a widespread digital transformation inbound, and the levels and methods of support that enterprise offers its customers drastically changing – just look at Verizon’s newest offering: Visible, a prepaid branding effort which is serviced entirely within its own iOS app.

How does a telecommunications enterprise take advantage of the scale and savings offered by AI-based support solutions and cognitive digital care? Furthermore, a lengthy support call from a prepaid customer can potentially rival, if not completely eclipse, the revenue one collects from that customer on a month-to-month basis.

Powering the best customer experiences for brands

Solutions like Wysdom offer an enterprise – and its ancillary brands – options and pathways to tackle this challenge, whether expanding service from its main offering or brand, or creating a  new support experience based entirely on its prepaid brand assets.

From day one, Wysdom’s solution draws upon the power of it’s AI data exchange, understanding 230,000 utterances and 5,000 intents. This means many common support questions asked by prepaid customers (What’s my bill? How do I pay my bill? Where can I get a SIM? etc.) are understood immediately, with an enterprise only having to define the correct answers to these common queries.

That’s an immediate start for prepaid providers in AI-based support versus cycles of data mining and system building, only to determine you may not have even identified the most common support cases.

Messaging and AI-based channels

Most prepaid support articles and pages are buried on a carriers site, and include a myriad of question-and-answer formats collected over time. Wysdom uses your own resources and data to give you detailed analysis of customer intents and maps them to your existing support articles. From the outset, customers are quickly finding the correct information without escalating to an agent.

This alone is an exponential step forward in the speed and accuracy of support you provide. The beauty of Wysdom ensures that the knowledge learned and provided through messaging on your site is available through other social channels, smart home devices, and IVR. The same questions customers are asking through chat on a website, can in turn be asked on Twitter, Facebook Messenger or Apple Business Chat, and through connected devices like an Amazon Echo or Google Home.

These interactions evolve, just like your product offerings. Wysdom listens to your customers questions, monitors their interactions, and trains the AI to respond through the digital channels prepaid customers prefer.

Wysdom is the right choice for fast entry into AI-based support for prepaid wireless, with flexible, cost-efficient tools that evolve alongside the quick moving space. Contact us for a more indepth demonstration on how Wysdom can help your wireless brand take the next step in cognitive care.

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Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 


Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.