AI is undeniably here to stay. Over the past few years, telecom companies worldwide have integrated AI into their operations, driving efficiency and transforming customer support. As critical service providers, telcos are among the highest adopters of AI1 , handling vast amounts of sensitive data daily. This introduces increased responsibility for protecting customer data, especially among rising cyber threats.
With these challenges in mind, the SMP team is incorporating AI-powered capabilities into its core to enable more robust, secure, and efficient processes.
Increased representatives' efficiency
When telco companies incorporate AI into contact centers' daily operations, their agents work more efficiently, leading to higher customer satisfaction rates. The SMP interactive workflows and automated processes can interwork with the AI processing. Depending on the business needs, AI can feed the workflows or, in other cases, the workflows and automated diagnostic results can be fed back into AI, contributing to better and personalized results.
Improved diagnostics and troubleshooting
In an omnichannel ecosystem, it’s mandatory to ensure consistency across all channels. SMP is leveraging AI for virtual agent assistant capabilities. The first step is to provide results of automated customer diagnostics and troubleshooting processes to the AI as an aide to the contact center representative. Next, we plan to extend this capability to utilize the interaction transcription in real time to further help the agent with the diagnosis and suggest the next best action.
Enhanced focus on data privacy and security
One of the challenges in adopting and integrating AI into business processes is ensuring data privacy and security. Our approach leverages AI's computing capabilities to process large volumes of internal data without exposing sensitive information for content generation. This strategy safeguards private content while maximizing the benefits of AI.
We are focused on improving our product, keeping up with the market demands and trends while, at the same time, ensuring that we keep delivering service excellence and security.
1 https://www.telecoms.com/ai/telcos-are-lapping-up-generative-ai