Hitachi Vantara (Hitachi) Case Studies Multinational Telecom Company Enhances Customer Experience with Alexa

	Multinational Telecom Company Enhances Customer Experience with Alexa Hitachi Vantara (Hitachi)

Multinational Telecom Company Enhances Customer Experience with Alexa

Hitachi Vantara (Hitachi)

Applicable Industries	National Security & Defense Telecommunications
Applicable Functions	Quality Assurance Sales & Marketing
Use Cases	Tamper Detection Usage-Based Insurance
Services	Cloud Planning, Design & Implementation Services Testing & Certification
Challenge	A multinational telecommunications company, operating in 26 countries predominantly in Europe, Africa, and the Asia-Pacific region, was seeking to improve the speed and quality of its customer service interactions. The company provides IT and other solutions to corporate clients globally and wanted to enhance its interactions with its vast subscriber base. Traditionally, customer support has been a labor and cost-intensive service with an impersonal, mechanized interactive voice response (IVR). The company recognized that a more efficient and personalized customer service approach would give it a competitive edge. Read More
About Customer	The customer is a multinational telecommunications company that owns and operates telecom networks in 26 countries, predominantly in Europe, Africa, and the Asia-Pacific region. The company also provides IT and other solutions to corporate clients across the globe. It has a vast subscriber base and was seeking to improve the speed and quality of its customer service interactions. The company recognized the need for a more efficient and personalized approach to customer service to maintain a competitive edge in the telecommunications industry. Read More
Solution	The company turned to Cloud Migration Services from Hitachi Vantara, which proposed a solution leveraging Amazon Alexa to create a more efficient and personalized customer experience. The solution involved creating a new Alexa skill focused on 'region-specific subscriber interactions.' Subscriber questions were analyzed and converted into 'intents' (actionable requests) and 'utterances,' allowing subscribers to interact with Alexa and get their questions answered quickly. A 'fall-back intent' was also developed to help subscribers continue their interactions. The system was designed with security in mind, requiring each Intent fulfilment to pass through authentication. The data requested by subscribers was filtered through multiple layers, and a final response was constructed and sent back to the subscriber. The solution utilized various Amazon Web Services offerings, including Alexa, S3, Lambda, DynamoDB, and CloudWatch. Read More Log in to view content
Contents

Applicable Industries

National Security & Defense

Telecommunications

Applicable Functions

Quality Assurance

Sales & Marketing

Use Cases

Tamper Detection

Usage-Based Insurance

Services

Cloud Planning, Design & Implementation Services

Testing & Certification

Challenge

A multinational telecommunications company, operating in 26 countries predominantly in Europe, Africa, and the Asia-Pacific region, was seeking to improve the speed and quality of its customer service interactions. The company provides IT and other solutions to corporate clients globally and wanted to enhance its interactions with its vast subscriber base. Traditionally, customer support has been a labor and cost-intensive service with an impersonal, mechanized interactive voice response (IVR). The company recognized that a more efficient and personalized customer service approach would give it a competitive edge.

About Customer

The customer is a multinational telecommunications company that owns and operates telecom networks in 26 countries, predominantly in Europe, Africa, and the Asia-Pacific region. The company also provides IT and other solutions to corporate clients across the globe. It has a vast subscriber base and was seeking to improve the speed and quality of its customer service interactions. The company recognized the need for a more efficient and personalized approach to customer service to maintain a competitive edge in the telecommunications industry.

Solution

The company turned to Cloud Migration Services from Hitachi Vantara, which proposed a solution leveraging Amazon Alexa to create a more efficient and personalized customer experience. The solution involved creating a new Alexa skill focused on 'region-specific subscriber interactions.' Subscriber questions were analyzed and converted into 'intents' (actionable requests) and 'utterances,' allowing subscribers to interact with Alexa and get their questions answered quickly. A 'fall-back intent' was also developed to help subscribers continue their interactions. The system was designed with security in mind, requiring each Intent fulfilment to pass through authentication. The data requested by subscribers was filtered through multiple layers, and a final response was constructed and sent back to the subscriber. The solution utilized various Amazon Web Services offerings, including Alexa, S3, Lambda, DynamoDB, and CloudWatch.

Impact #1	The implementation of the Alexa-based solution resulted in a significant transformation of the company's customer service operations. The mechanized components of customer service were removed, leading to a more personalized and efficient customer experience. The solution allowed for region-specific subscriber interactions, with subscribers able to interact with Alexa and get their questions answered quickly. The system was designed with security in mind, ensuring that each interaction passed through authentication. The solution also provided a robust feedback collection mechanism, enabling the company to continually improve its services based on customer feedback. The ability to run 24x7 and the scalability of the solution were additional operational benefits.

Impact #1

The implementation of the Alexa-based solution resulted in a significant transformation of the company's customer service operations. The mechanized components of customer service were removed, leading to a more personalized and efficient customer experience. The solution allowed for region-specific subscriber interactions, with subscribers able to interact with Alexa and get their questions answered quickly. The system was designed with security in mind, ensuring that each interaction passed through authentication. The solution also provided a robust feedback collection mechanism, enabling the company to continually improve its services based on customer feedback. The ability to run 24x7 and the scalability of the solution were additional operational benefits.

Benefit #1	Enhanced customer interactions
Benefit #2	Significant cost savings related to managing and maintaining customer support service
Benefit #3	Improved feedback collection mechanism

Benefit #1

Enhanced customer interactions

Benefit #2

Significant cost savings related to managing and maintaining customer support service

Benefit #3

Improved feedback collection mechanism

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Overview

Multinational Telecom Company Enhances Customer Experience with Alexa

Operational Impact

Quantitative Benefit