Challenge
Customers often call to ask, “Why is my latest bill so high?” and expect a quick and accurate answer. However, it takes too long to manually compare customer bills while they are on the phone, leading to frustration and dissatisfaction.
Solution
With the Bill Inquirer use case, you can:
- Quickly identify and validate the root cause of billing issues, such as incorrect charges, missing discounts, or service failures
- Generate and propose the best resolution for each issue, based on customer context, preferences, and history
- Communicate the resolution to the customer both clearly and concisely, using natural language generation and personalization
- Follow up with the customer to confirm satisfaction and offer additional services or promotions, using natural language interaction and sentiment analysis
The Bill Inquirer use case can be integrated with your existing billing systems, customer service channels, and CRM platforms.
Leverage GenAI to summarize bills with follow-up queries and recommended actions to solve the customer’s query, based on policy, business processes, and best practices learnt from agent transcripts.
Train on customer journeys, bills, orders, business processes and policies, and agent transcripts.
Approach
Levers
- Increase call deflection rate of billing related inquiry
- Decrease average handling time of bill assisted calls
- Reduced contacts to assisted channels
Billing Care copilot provides recent bills comparison and detects unusual expenses and summarizes invoice details into an easy-to-read text based on user instruction.
Saving time agents spend searching across multiple knowledge sources, consulting with subject matter experts to troubleshoot customers’ billing issue.
Don’t let billing issues ruin your customer relationships. Contact us today to learn more about the Bill Inquirer use case and how it can help you transform your telecom business with GenAI.
