In the dynamic world of telecommunications, staying ahead requires more than just keeping customers connected. One of Australia’s leading telcos recognized this need and took on a contact center transformation using advanced AI at the forefront, partnering with InMoment to transform their contact center operations, leveraging advanced AI and NLP for deeper insights and actionable intelligence.

This telco was able to leverage the power of Natural Language Understanding (NLU) over traditional Large Language Models (LLMs), creating a robust and fit-for-purpose CX program with a focus on solving real business challenges such as:

• Surveys only providing surface-level insights
• Lack of action-focused data or clear next steps for the company
• No “why” behind customer feedback

Partnering with InMoment allowed this company to realize important customer experience insights that supercharged business growth. Some of the highlights include:

1. Advanced AI Integration: The telco used InMoment’s advanced AI and NLP technology to move beyond surface-level insights, uncovering the “why” behind customer feedback and enabling more targeted and effective actions.
2. Significant Operational Improvements: The transformation led to measurable results, including a 20% reduction in call handling times, a 25% increase in first-call resolution rates, and a 15% boost in customer satisfaction.
3. Strategic Shift in Feedback Management: The telco redefined its approach to customer feedback and quality assurance, turning data into actionable intelligence that drove continuous improvement and set a new standard in the telecommunications industry.

Navigating the AI Landscape: Understanding LLM vs. NLP

For the contact center leader, the distinction between LLM and NLP was critical. While LLMs offer broad thematic analysis, they often fall short in delivering the nuanced insights required for actionable improvements. This telco needed a solution that could move beyond surface-level themes to truly understand and address customer concerns. Ultimately, the goal was to uncover the ‘why’ behind the feedback. 

Transforming Contact Center Operations with Advanced AI

The telco was at a crossroads, with traditional customer feedback methods falling short of delivering the nuanced insights needed for true improvement. The team recognised that merely scratching the surface wasn’t enough—they needed a revolutionary approach.

The transformation began with a deep dive into comprehensive Call Centre Analytics. This provided a 360-degree view of every customer interaction. It wasn’t just about numbers on a dashboard—it was about seeing the whole picture integrating call center KPIs, customer, and agent experience analysis into one single place of truth. The analytics revealed patterns and pain points that had previously gone unnoticed, allowing the team to pinpoint areas that were ready for immediate improvement.

Next came the integration of Conversational AI, unlocking deeper insights than ever before. Imagine being able to understand not just what your customers are saying, but how they feel and what they truly mean—breaking down the conversation between agent and customer using natural language understanding and custom text analytics models, unique to this business. 

In real time, the telco could analyze the sentiment and intent behind each conversation, paving the way for immediate issue resolution and a proactive approach to customer service. It was like having a sixth sense for customer satisfaction, understanding why customers are really calling to solve the root cause of issues and reducing cost in the call center channel.

Custom And Layered Feedback Solutions Supercharge the Business

But the transformation didn’t stop there. The business implemented tailored customer feedback solutions, finely tuned to the telco’s unique needs. No more one-size-fits-all surveys that missed the mark. Now, feedback collection was optimized for maximum response rates and accuracy, making sure that every voice is heard and every concern is addressed.

In addition to customizing feedback methods, the telco revamped its Quality Assurance (QA) criteria and analysis processes. In the past, QA was often reactive, focusing on compliance and basic metrics. Now, the new approach integrated more sophisticated criteria that emphasizes customer sentiment, the resolution’s effectiveness, and the overall interaction quality.

By analyzing feedback alongside QA data, the telco could identify not just procedural errors but also areas where customer expectations weren’t fully met. This shift allowed for more targeted coaching of contact center agents, improving both their performance and the customer experience. QA became a strategic tool, offering insights into trends and recurring issues that could be addressed proactively, rather than just evaluating individual interactions in isolation.

The combination of tailored feedback solutions and enhanced QA criteria created a powerful feedback loop. This loop continually informed the telco’s approach, ensuring that every interaction was a learning opportunity and that the customer experience was constantly evolving and improving.

Clear Next Steps for Business Growth with InMoment

The real magic, however, lay in the actionable intelligence sourced from advanced NLP technology. These weren’t just data points—they were insights that could drive real change. With this new understanding, the telco could implement targeted strategies to enhance customer satisfaction and loyalty. Each piece of feedback was a stepping stone towards a more refined and effective customer experience.

In just twelve months, the telco saw strong results that emphasized the power of their new approach. Call handling times dropped by an impressive 20%, significantly reducing the time customers spend waiting for resolutions and enhancing overall efficiency. First-call resolution rates jumped by 25%, meaning more customers have their issues resolved on the first interaction, leading to higher customer satisfaction and lower service center operational costs. This improvement is a direct result of better understanding and addressing customer needs in real time.

Finally, customer satisfaction reached new heights with a 15% increase. This boost reflects the customers’ appreciation for the swift, effective responses and the personalized attention they receive. The telco’s journey isn’t just about adopting new technology; it’s about fundamentally rethinking how they approach customer feedback. By transforming raw data into actionable insights, they turn feedback into impactful actions that drive meaningful change. This comprehensive strategy not only enhances customer experiences but also builds stronger, more loyal customer relationships, setting a new standard in the telecommunications industry.

Looking Ahead: Continuous Improvement with InMoment

This telco’s journey with InMoment is far from over. The partnership continues to evolve, with ongoing innovations and improvements. Up next, the telco plans to bring in even more customer listening signals to the XI Platform for a bigger picture of the customer journey.

InMoment’s advanced AI proposition has empowered this leading Australian telco to transform its contact center operations, delivering exceptional customer experiences and driving business success. By choosing NLP over LLM, the telco has unlocked deeper insights and actionable intelligence, setting a new standard for customer feedback management in the industry.

If you’re wondering how advanced AI and conversational intelligence could transform your contact center, please get in touch or check out a demo below to see how the InMoment Platform can fit your business’ unique needs.