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“ We really invested in the customer journey regardless of the channel ,” Rice notes . “ This meant not only investing in touchpoints like our website and app ; we also changed the entire journey in our retail stores . In fact , representatives are using tablets to walk through the entire journey online , shoulder-to-shoulder with the customer .”
Today approximately 30 % of all Sprint Customer Care chats are performed by virtual agents using artificial intelligence ( AI ). “ There will be plenty of customers who may not want to use the online tools and would be happier to call ,” Rice qualifies , adding that this should be understood , so that no customer is left behind . Undoubtedly though , technology – and specifically data – is playing an ever greater role in this field . “ Some customers are happy to call and that ’ s why we started to focus on assisted care ,” he says . “ This means if a customer drops a call , we know that by using data analytics . We can then use the data to anticipate their needs and
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