プリペイドワイヤレスカスタマーケアにおける人工知能 (AI) ：市場機会
Market Opportunity: Artificial Intelligence in Prepaid Wireless Customer Care
|プリペイドワイヤレスカスタマーケアにおける人工知能 (AI) ：市場機会 Market Opportunity: Artificial Intelligence in Prepaid Wireless Customer Care|
|出版日: 2019年02月26日||ページ情報: 英文||
当レポートでは、通信サービスプロバイダー (CSP) 市場セグメントにおける将来のカスタマーケアについて取り上げ、AI型カスタマーケアを使用することで得られるメリット (運営費の削減とエンドユーザー満足度の改善など) 、ケーススタディ、および提言などをまとめています。
Prepaid wireless has gained parity with postpaid in terms of plans, feature functionality, and even pricing. However, prepaid wireless customer care remains sub-par compared to postpaid service. In addition, prepaid service providers typically have their own customer care teams, even within host carriers (e.g. not just with MVNO providers), which can cause many issues including customer migration from postpaid to prepaid (or vice versa), plan differences, and phone related issues.
Based on our primary research into prepaid wireless service provider customer care, Mind Commerce believes that prepaid wireless service providers (and some post-paid service MVNOs) will be the likely first and best target service areas for AI based CRM. More specifically, carriers will look beyond AI based chatbots and other online CRM automation tools towards conversational AI, which will become very important for both cost reduction and customer satisfaction. This is because conversational AI will provide the best combination of human-like interaction, but with the full knowledge base of carrier service information. AI in prepaid wireless customer care will not be limited to conversational AI, however, as machine learning will also be a powerful tool to identify trends in customer care. This will allow carriers to proactively deal with potential customer concerns before they become systemic problems.
The downside from an employment perspective is that many low-level customer care personnel jobs will be eliminated. Wireless carriers are recommended to restructure and retrain personnel in preparation for implementing AI in CRM. Part of this preparation should involve elimination of wrote engagement such as scripts used by customer care in favor of reps becoming more intuitive and active listeners. Additional insights from our primary research along with recommendations are found in the report.
This report will enable the purchaser to have a better understanding of future customer care operations within the communications service provider (CSP) market segment. Buyers of this report will be able to identify how CSPs will simultaneously cut operational costs and improve end-user satisfaction via AI-based customer care. In addition, the buyer will gain a better understanding of how AI-enabled CRM will evolve and integrate with business operations within many industry verticals.
This Management Strategy Report is part of our Insight Series that identifies developing market trends and provides vision into the market impact of emerging and disintermediating technologies. This offering includes expert Q&A as well as one hour of interactive consultation to answer your pressing technology and/or business issues. Additional consulting, advisory services, and/or research customization are available upon request.