Overview
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Digicel's Digital Transformation: Exceeding CX Goals with Ada's AIAda |
Sensors - Haptic Sensors | |
Equipment & Machinery Telecommunications | |
Sales & Marketing | |
Chatbots Speech Recognition | |
Operational Impact
The implementation of Ada's conversational AI has led to significant improvements across every support channel for Digicel. The company has been able to modernize their legacy support operations without completely abandoning the old. They now offer a full range of support options to match the preferences of their diverse customer demographic, all while keeping costs down and increasing efficiencies. Conversations through their website and MyDigicel app have quadrupled in comparison to voice. With 135,000 engaged automated customer conversations taking place each month, Digicel has been able to scale the impact of the existing support team. Most importantly, Digicel’s customers benefit from a better customer experience at multiple touch points. The market-variable, dynamic content available in multiple languages means Digicel customers receive the relevant experiences they demand—with a personalized touch that wins their loyalty. | |
Quantitative Benefit
$750,000 savings per year | |
135,000 engaged conversations per month | |
Average response time for 90% of chats is less than 10 seconds | |