Chatbots to Change the Way Customers Interact

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We discuss the following topics in this blog:

  1. Telecom operators to drive automated interactions.
  2. Future of Chatbots.
  3. Advantages of Chatbots.
  4. What are the Potential Challenges?

In addition to these topics, we shall also be answering the following FAQs:

  1. What is WiFi?
  2. What is an Optical Fibre Cable?

Overview

With changing telecom landscape and the exponential growth in smartphone usage, operators are constantly looking for efficient ways to connect and engage with their subscribers. It is time for telecom operators to drive self-care applications to gain more from automated interactions and offer a seamless user experience. Chatbots or bots are simple artificial intelligence systems that one can interact via text. It’s a conversation robot.

In case of Communication Service Providers, chatbots function as an extension of instant messenger and users can chat with virtual agents that simulate a human conversation to resolve 1st level (basic) support queries related to billing, plan discrepancies, payment issues etc.

Importance of Chatbots There are various self-care options like customer web portal, mobile app, SMS, instant messaging, kiosk, social media, e-mail, Interactive Voice Response, Chatbots, call centre, operator store, click to call, FAQs etc.

Let us explore why the next-generation platform “Chatbots” is considered as the next big thing in technology and how it can revolutionize customer management and user experience.

What is the Future of Chatbots?

  • According to Gartner, more than 85% of customer interactions will be managed without a human by 2020
  • Chatbots are expected to be the number one consumer application of artificial intelligence in the next five years according to TechEmergence
  • The global Chatbots market is expected to reach USD 1.25 billion by 2025, growing at a CAGR of 24.3%, according to a new report by Grand View Research
  • All major tech giants such as Google, FB, Microsoft, CNN, HSBC, NBA and Disney have invested in Chatbots

Advantages of Chatbots

  • 24*7 customer support
  • No degrade in quality of service offered
  • Zero human intervention and reduced cost of maintaining a full-fledged customer contact centre
  • Chatbots can handle more customers at the same time
  • Seamless automation of repeated queries
  • With artificial intelligence and machine learning, chatbots can act as a personal assistant, answering customers’ queries
  • Offers superior customer experience and personalized engagement
  • Robust mechanism to generate qualified leads
  • Automatically manages feeds received from social media
  • Timely resolution of customer queries
  • Capable of reaching a broad audience on messenger apps

What are the Potential Challenges?

Though chatbots have immense potential, they might pose challenges technology advancement. Chatbots have to be highly customized to make it effective for the customers’ day-to-day requirements. Sterlite Tech’s pre-integrated ‘BSS of the Future’ offers advanced customization that seamlessly automates basic repeated queries and saves resource, cost and time involved in solving customers’ queries. To know more, visit our website www.elitecore.com/bss-of-the-future.htm

FAQs

What is WiFi?

Put simply, WiFi is a technology that uses radio waves to create a wireless network through which devices like mobile phones, computers, printers, etc., connect to the internet. A wireless router is needed to establish a WiFi hotspot that people in its vicinity may use to access internet services. You’re sure to have encountered such a WiFi hotspot in houses, offices, restaurants, etc.

To get a little more technical, WiFi works by enabling a Wireless Local Area Network or WLAN that allows devices connected to it to exchange signals with the internet via a router. The frequencies of these signals are either 2.4 GHz or 5 GHz bandwidths. These frequencies are much higher than those transmitted to or by radios, mobile phones, and televisions since WiFi signals need to carry significantly higher amounts of data. The networking standards are variants of 802.11, of which there are several (802.11a, 802.11b, 801.11g, etc.).

What is an Optical Fibre Cable?

An optical fibre cable is a cable type that has a few to hundreds of optical fibres bundled together within a protective plastic coating. They help carry digital data in the form of light pulses across large distances at faster speeds. For this, they need to be installed or deployed either underground or aerially. Standalone fibres cannot be buried or hanged so fibres are bunched together as cables for the transmission of data.

This is done to protect the fibre from stress, moisture, temperature changes and other externalities. There are three main components of a optical fibre cable, core (It carries the light and is made of pure silicon dioxide (SiO2) with dopants such as germania, phosphorous pentoxide, or alumina to raise the refractive index; Typical glass cores range from as small as 3.7um up to 200um), Cladding (Cladding surrounds the core and has a lower refractive index than the core, it is also made from the same material as the core; 1% refractive index difference is maintained between the core and cladding; Two commonly used diameters are 125µm and 140µm) and Coating (Protective layer that absorbs shocks, physical damage and moisture; The outside diameter of the coating is typically either 250µm or 500µm; Commonly used material for coatings are acrylate,Silicone, carbon, and polyimide).

An optical fibre cable is made up of the following components: Optical fibres – ranging from one to many. Buffer tubes (with different settings), for protection and cushioning of the fibre. Water protection in the tubes – wet or dry. A central strength member (CSM) is the backbone of all cables. Armoured tapes for stranding to bunch the buffer tubes and strength members together. Sheathing or final covering to provide further protection.

The five main reasons that make this technology innovation disruptive are fast communication speed, infinite bandwidth & capacity, low interference, high tensile strength and secure communication. The major usescases of optical fibre cables include intenet connectivity, computer networking, surgery & dentistry, automotive industry, telephony, lighting & decorations, mechanical inspections, cable television, military applications and space.

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