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This infographic, based on a global report on telco CX [1] focuses on the use of biometrics and AI-driven conversational intelligence for customer care. It explores how both technologies, combined, enable seamless and secure access to customer care while driving greater engagement.
The infographic enlists the challenges and gaps in current practices as well as phases of the subscriber lifecycle where customer care is most important. It also illustrates the take-up on new and emerging touchpoints such as chatbots and virtual assistants. The infographic also assess how operators can transform their customer care with these technologies, namely the implementation models they can adopt and their overall preparedness to put these in place.
Also highlighted are issues surrounding the adoption of biometrics including trust and privacy concerns, and how operators are mitigating these.
Source:
[1] Research Report – How Operators are Putting CX First with Biometrics and Artificial Intelligence, https://www.thefastmode.com/research-reports/24522-research-report-how-operators-are-putting-cx-first-with-biometrics-and-artificial-intelligence
Tuesday, 16 August 2022 09:14 / Telecoms Infographics / By Ariana Lynn
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