Case Studies
Leading communication services provider uses AI and Hazelcast IMDG to handle over 1 Million support inquires per day
Overview
Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP) Application Infrastructure & Middleware - Data Exchange & Integration | |
Telecommunications | |
Predictive Maintenance | |
Software Design & Engineering Services System Integration | |
Operational Impact
Hazelcast IMDG enables all this information to be instantly available, reducing the interaction time with support, which allows them to handle more interactions with a higher problem resolution rate. | |
This significantly reduces the instances of having to send a technician on-site and enables the service provider to offer the best customer service experience for its customers across the varied customer-facing service channels. | |
The organization relies on Net Promoter Scores (NPS) to track customer sentiment and has reported a dramatic improvement from a negative to a positive score in this important service-centric KPI. | |
Quantitative Benefit
Handling about 300K customers a day. | |
Forecast for tens of millions of accounts on the system. | |