Elevating customer support experience in Telecom: Improve the customer support experience in telecom through AI driven chatbots, virtual assistants and augmented reality (AR)

Abstract

In the fast-paced telecom world, customer support is paramount for customer satisfaction and loyalty. Support methods that have been used traditionally fall short at high volumes and long wait times, as well as inconsistent service quality. This paper  describes how AI powered chatbots, virtual assistants and augmented reality (AR) are set to disrupt customer support in telecom. AI and ML powered chatbots and virtual assistants can  provide instant, 24/7 support that efficiently answers common queries, troubleshoots technical problems, and guides users through setting up services. Through connected devices, augmented reality (AR) provides interactive, real-time visual assistance, improving the support experience and allowing customers to troubleshoot technical problems  more effectively. Thus, by incorporating such emerging technologies, telecom organizations can reduce operational costs, increase the first call resolution rates and throughput, and  improve an overall positive customer experience. Adopting AI and AR in customer support will facilitate service delivery and  provide a more personalized and engaging customer experience, leading to long term business growth for the telecom sector.