Business objective & project requirements

The Telco sought to transform the many complex interactions with their B2B customers and discover new ways to increase value delivered to each customer. They aimed to develop deeper B2B customer relationships while being mindful of keeping costs down while scaling the new approach across a growing customer base.

With a large appetite for innovation, the Telco was eager to demonstrate value at each step of the journey. Coming from a highly regulated environment and with a lower willingness to explore and experiment, they opted to launch cooperation with Promethist and pilot the partnership on a non-business-critical use case: roaming.

Initial challenges

Employees working in B2B customer care were impeded by a fractured information flow and lack of a truly centralized view of their account customers. They also needed a way to reduce the workload facing their highest-skilled workers.

Solution & results

PromethistAI and the Telco launched a pilot focused on roaming support for the Telco’s B2B customers’ own end users, a complex undertaking, given each company’s unique service packages and pricing models.

The solution entails developing customized digital human personas to communicate with end customers, with integrated access directly to B2B customer systems. This ensures end users receive accurate, real-time information on roaming services, pricing, and other relevant account details. Authentication and rights management is another integral part of the solution, allowing end customers to complete purchases or make changes to their account simply by communicating with the digital human. Importantly, the digital human offers proactive guidance at every interaction, explaining, informing, and, given that the Telco’s product offering is extensive and can be challenging for customers to navigate, making certain that the customer thoroughly understands the implications of various choices and decisions.

By routing routine inquiries and transactions to the digital human instead of a human account manager, skilled Telco staff will be able to focus on higher-value tasks and provide greater individualized attention to their accounts, ultimately improving the customer experience. The solution is planned for implementation in April 2025.

Future plans

After an initial demonstration of value on the Telco’s roaming use case, the company plans two areas of expansion:

Expand the scope of the roaming use case

The developed digital human persona currently supports roaming-related use cases, but the Telco plans to broaden its functionality into a full-scale customer support agent, covering several additional areas of service.

B2B sales use cases

Beyond customer care, the Telco plans to leverage digital humans for sales and customer acquisition within its B2B segment. By offering much more than simple, limited, chat bot-like solutions for customer care, these personas can help develop trust-based relationships, reduce costs, and even generate new revenue.

The Telco’s partnership with PromethistAI is centered on bringing additional value to customers—through trust-building, guiding customers through decision making, being transparent about various choices and options presented to the customer, and providing support to the human account manager where possible.

Key learnings

Our pilot project with the Telco has shown that there is often a longer evangelization period when starting out with a new PromethistAI partner. Implementing a digital human requires shifting organizational mindsets and becoming an evangelist for ongoing innovation. Although we are able to do so, we do not aim to optimize AI for a single, specialized use case. Rather, we are working to transform the thinking within our customer companies and become integral champions of their innovation journeys.