MCE Systems Ltd. unveiled an enhancement to AI-powered chatbot technology used for telecom customer service. This integration to the MCE platform adds a second dimension of search that boosts the performance of AI-powered chatbots.
As a leader in digital-first mobile device lifecycle management (dDLM), this is the latest in a series of improvements to mobile customer experiences.
With more than 80 percent of consumers embracing chatbots, the market is expected to quadruple over the next five years. Teleco, operators have progressively deployed chatbots to address a variety of customer questions and problems, including seeking assistance with billing and account inquiries, receiving general customer service support and resolving technical issues with their devices.
For the latter, however, as the world goes increasingly digital, customer device-related questions and problems grow more complex. In most cases, chatbots can’t keep up: only about a third of customers find the resolution effective, but MCE’s technology enables a path to boost performance.
The MCE dDLM platform extends the known “two-way conversation” between the bot and the consumer into a “three-way conversation.” The MCE platform’s bot-booster provides the AI chatbot with deep device diagnostics intelligence turning the user’s phone into a live data source thereby enhancing solution rates and customer satisfaction:
1) Unknown devices can be identified (i.e., make, model, memory, etc.).
2) Device history can be retrieved in real-time for registered devices, e.g., upgrade eligibility which allows offering a trade-in instead of a repair.
3) Remote diagnostics can be triggered in real-time based on the ad hoc insights needs of the conversation (e.g., battery check).
MCE tested this approach with ChatGPT and the API integration was fast and easy. The MCE platform can be triggered with simple commands in plain English (vs. a machine language) by ChatGPT woven into the natural conversation flow with the consumer.
In addition to real-time insights, the chatbot benefits from MCE’s 18-year historical data set. This comprises hundreds of attributes across 6,000 device types. The bot can trawl the data to flag typical repair probabilities, false repair triggers, contextual offers for problematic devices and insurance attach success rates at moments of truth.
With each interaction, the chatbot will enhance MCE’s intelligence for future chats and increase other big data applications across 400 million devices.
The AI-powered chatbot is a piece of a larger dDLM mission to drive digital transformation of device-related journeys. Operators can enhance, with MCE’s dDLM platform, the outcome of a chatbot interaction by offering customers relevant solution options, e.g., a phone reboot, a device repair, or an on-the-spot trade-in offer with a guaranteed price. In turn, this drives customer loyalty, NPS, and overall satisfaction.
To learn more about MCE’s innovative technology and how it can transform your business, visit their website at https://mce.systems/