Wysdom helps a major Canadian telecom save over $13M annually

Wysdom took their virtual assistant from 24% to 39% containment.


When the new managers took over operations of a major Canadian telecom’s virtual assistant program, they challenged Wysdom to come up with a plan that would significantly reduce call centre costs.

“The opportunity for the virtual assistant to perform more advanced tasks like checking balances, extending payment deadlines and topping up data was there. These tasks could save their company a lot of money by reducing live chat volume.” said Ian Collins, Wysdom CEO. 

“It would be a better experience for customers that would cost less and be easier for their company to deliver.”

The company uses Wysdom’s Managed Chatbot Operations to outsource many of the most difficult day-to-day virtual assistant tasks. Working together, Wysdom succeeded across the board, and then some.

Project goals

  1. Improve user experience by increasing the customer message understanding rate by 10%
  2. Increase customer positive feedback rate by 50%
  3. Reduce contact centre costs by increasing containment  (successfully resolving a problem without a live agent) to 50%

 How things stood:

  • 24% containment
  • 84% customer message understanding
  • 60% customer positive feedback rate

 The approach

We used our proprietary Conversation Analytics software to deep dive into customer conversations with their virtual assistant – and identify 370 content gaps (when a chatbot could have answered a question had it been programmed to respond). We then quickly created over 200 new intents and responses, leveraging 75,000 phrases from the Wysdom Exchange to rapidly upgrade the system.

Finally, we connected these customer experiences to their key internal systems. The upgrades let the virtual assistant independently provide personalized info, check balances, top up data plans, grant payment extensions and so much more.

With these enhancements in place, the company started heavily promoting the virtual assistant on their websites, apps and social media channels.

 The impact

To date, the telecom’s chatbot has saved the company over $13 million annually. But more importantly, their customers have noticed a difference. Our consistent monitoring, training and management of the virtual assistant increased the positive rating per review from 60% to 92%. And we’ve kept it there.

Moving forward

The company has a virtual assistant that is able to understand what customers are trying to accomplish, perform a large number of sales and customer service duties, and when appropriate, intelligently hand customers off to human agents.

Next up for this major telecom is to train the virtual assistant to perform more sales functions, analyze live customer behaviour to recommend products and services, and connect to more internal systems to perform even more advanced functions.

 Looking to supercharge your chatbot?

Most chatbot implementations will fail to meet business needs, unless they are continuously optimized and tuned to your customers’ natural language, intents and KPIs.

With our managed chatbot operations, Wysdom can guarantee you that your chatbot will meet or exceed the mutually agreed KPIs. That’s true Wysdom.

Get in touch today here.

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

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.