Case study

Altice

Industry

Telco

Automaise Product

Smart Social

About the client

Altice is a convergent leader in telecom, content, media, entertainment & advertising. Delivers innovative, customer-centric products and solutions that connect and unlock the limitless potential of its over 30 million customers over fiber networks and mobile broadband.

Challenge

Altice’s support team was struggling to deal with Social Channels (Facebook; Twitter; Youtube; Linkedin; Instagram), regularly accumulating backlogs of unanswered tickets, taking up to 3 days to reply. Previous attempts to automate case treatment had yielded unsatisfactory results.

Solution

Automaise integrated with the CRM, bringing a layer of AI to tag, classify, route and prioritize all these queries in order to help the team be more efficient in the treatment of these requests. In order to leverage team productivity, Automaise solution provided some game changer features: Template selection, AI Answer generation, KYC and ticket enrichment via transactional flows.

Results

With the highly curated inbox the support team is now more efficient and happier.
Customers are getting an expedited support experience.
Response time dropped making processes more efficient.
Operators' performance improved radically.
Processes became fully automated in a matter of days.

Main achievements

  • 3x improvement in Resolution Rate
  • 4x improvement in Agent productivity
  • 80% Response time improvement
  • 30 days to results