Egyptian telecommunications firm Etisalat Misr turned to IBM to introduce its first AI digital assistant to rework its buyer expertise. The brand new digital agent is powered by IBM Watson AssistantIBM’s conversational AI platform delivered on the IBM public cloud and can assist Etisalat meet its clients’ evolving expectations for extra personalised experiences.
With the developments in expertise, the Egyptian market has witnessed an incredible change in client conduct, which has grow to be extra demanding and aware of service high quality. Etisalat Misr, the digital providers chief within the Egyptian telecommunications market, was an early adopter of AI expertise by offering one of many first AI digital assistants available in the market, powered by IBM Watson expertise.
Via collaboration with IBM, the brand new digital assistant will allow Etisalat clients to subscribe to a wide range of providers that embody; bundle renewal, switch and distribution of month-to-month household quota, steadiness examine, invoice fee and lots of different providers.
The brand new digital assistant is ready to ingest and perceive large quantities of knowledge and study from previous interactions to supply real-time responses to buyer questions and requests in each English and Arabic. Etisalat clients will have the ability to entry the digital agent on their most well-liked channels 24 hours a day, permitting the corporate’s sources to give attention to extra complicated points that require workers intervention.
“As telcos search to optimize their operations and supply seamless buyer experiences, expertise is changing into their key ally to ship unprecedented service. Our collaboration with IBM has given Etisalat new operational instructions, remodeling our processes and the way in which we serve our clients by introducing an AI-based chatbot, showcasing our distinctive capabilities,” stated Amr Fathy, VP IT, Etisalat Misr .
“As well as, by way of the chatbot powered by Watson, we’ve got been capable of present a distinguished buyer expertise whereas minimizing the price of operations throughout the epidemic by enriching our chatbot with details about COVID-19, safety means and helpful suggestions precautionary in addition to dynamic updates. on the day by day case numbers,” Fathy added.
“Our collaboration with Etisalat Misr is simply one other instance of how expertise is shaping the way forward for customer support and bringing new efficiencies,” stated Wael Abdoush, Nation Common Supervisor, IBM Egypt. “By utilizing AI, Etisalat Misr will reshape its relationship with its clients and meet their particular person necessities.”