Apr 26 2017
CrowdCare Corporation, provider of the world’s most advanced cognitive digital care solution for the enterprise, is pleased to announce the launch of a broadband/cable module for its Wysdom platform. The module supports new contextual data specifically focused on broadband and cable subscribers.
"Broadband is extremely competitive and the providers who offer the best customer service will ultimately be the most successful," said Ian Collins, CEO and co-founder of CrowdCare. "These days, it simply doesn't make sense to have multiple single-channel bots in the background answering questions for different groups of subscribers. With artificial intelligence and machine learning, it is possible for a single solution to serve all customers across different business lines and multiple digital care channels. This is efficient, cost effective and ensures that subscribers are delighted each time they ask a question, regardless of the way they connect or the services to which they subscribe."
Wysdom was engineered from the ground up to support the full spectrum of telecom subscriber inquiries. As the industry's most advanced solution, it has analyzed millions of questions from customers over the years and identified more than 80,000 that are asked most often. With an experienced AI training team and the largest database in this space, Wysdom combines natural language with big data to deliver the best answers directly to subscribers.
CrowdCare's broadband/cable module was built based on the experiences of a large, full-service provider. The carrier began offering digital care powered by Wysdom to its wireless customers and was also receiving questions about its cable television and high-speed Internet services via those same channels. Wysdom was already listening to questions and being trained in these additional market segments before the broadband/cable module was completed. A new type of support was required with the launch of new over-the-top content, which is accessible via mobile devices and set-top boxes such as AppleTV, Chromecast and Roku.
"Demand for digital care and bots began in wireless but quickly expanded as subscribers began asking questions about their broadband and cable services. Extending Wysdom to serve this customer segment was a natural evolution of our product," adds Collins. "MSOs and broadband providers are seeing an increase in call centre questions and queries as they launch more and more connected services like home security and automation. As subscribers increasingly turn to digital channels to ask questions and resolve issues, providing quick, personalized and accurate responses through a single voice and solution is critical."
Source: http://crowdcare.com/Blog/crowdcare-launches-broadbandcable-module-support-demand-msos-multi-channel-digital-care-bots/