Story featured in Bloomberg news: https://www.bloomberg.com/news/articles/2024-05-24/a-tiny-mediterranean-island-wants-a-piece-of-the-global-ai-frenzy
As artificial intelligence (AI) continues to transform industries worldwide, telecommunications companies (telcos) in Africa and the Mediterranean are uniquely positioned to leverage this technology for enhanced customer knowledge and experience. ToumAI, specializing in understanding language mixes and dialects, is at the forefront of this transformation. By extracting insights from millions of customer interactions and feedback, ToumAI provides telcos with actionable recommendations for improvement using generative AI (Gen-AI).
A Case Study: GO Plc and ToumAI-CX Solutions for Telcos
GO Plc, the leading telecom provider in Malta, offers a prime example of how ToumAI’s technology can be harnessed to improve customer service. Facing a shortage of skilled professionals, GO turned to AI to fill the gap. GO Ventures, a subsidiary of GO owned by Tunis Telecom, invested in ToumAI Analytics to deploy multilingual voice systems & analytics for better customer service.
It might be surprising for many to read this, but understanding and managing the Maltese dialect presents both a significant challenge and a lucrative market opportunity for telcos in Malta.
Local Maltese people expect to interact directly in their native language when dealing with customer service, and meeting this expectation can be a game-changer. Despite a considerable portion of the population being foreign and primarily using English, neglecting the Maltese language could alienate local customers and lead to substantial losses. It is indeed very tempting to outsource the entire customer support to countries where labor is cheaper (and highly efficient), but these options often lack an understanding of Maltese.
Embracing and integrating the Maltese dialect into customer interactions not only enhances service quality but also solidifies customer loyalty in a competitive market. Furthermore, locals tend to naturally mix maltese & english making it more difficult for existing systems to capture the essence of the customers feedbacks.
The partnership highlights the potential of ToumAI’s Multilingual AI-CX solutions for Telcos to transform customer service for telcos not only in Africa but also in the Mediterranean and beyond.
Understanding the Unique Linguistic Landscape
Indeed, one of the primary challenges telcos face in Africa and the Mediterranean is the diverse linguistic landscape. With numerous languages and dialects spoken across the region, understanding customer needs and preferences on multiple channels can be daunting. ToumAI’s expertise in processing and analyzing mixed-language data, especially local dialects, positions it as an invaluable partner for telcos aiming to bridge the communication gap with their customers.
By utilizing advanced natural language processing (NLP) & LLMs fine-tuned for local African languages, ToumAI helps telcos decipher complex customer feedback. This capability ensures that telcos can understand their customers better, regardless of the language or dialect used, leading to more personalized and effective service delivery.
Extracting Insights from Customer Interactions
ToumAI’s multilingual AI-CX platform excels in extracting valuable insights from millions of customer interactions and feedback which usually come from multiple channels: call center, live chats, chatbots, emails, surveys... For telcos, this means gaining a deeper understanding of customer sentiments, pain points, and preferences. These insights are crucial for making informed decisions about service improvements, product offerings, and customer engagement strategies.
For example, by analyzing customer service calls, social media interactions, and survey responses, ToumAI can identify common issues and areas where customers feel dissatisfied. This information enables telcos to address problems proactively, reducing churn rates and enhancing customer loyalty.
Beyond improving the efficiency and quality of customer interactions, thereby reducing their frequency, ToumAI plays a crucial role in supporting the broader AI strategies of telcos.
By providing detailed insights and recommendations based on data analysis, ToumAI helps telcos identify opportunities for innovation and growth. This support extends to various aspects of the business, including marketing, network optimization, and service delivery.
For instance, ToumAI’s analysis can reveal trends and patterns in customer behavior, enabling telcos to tailor their marketing campaigns more effectively. Additionally, insights into network usage can help telcos optimize their infrastructure, ensuring better service quality and reduced downtime.
Enhancing Customer Experience with Generative AI
Generative AI (Gen-AI) is a game-changer in the realm of customer experience. ToumAI leverages Gen-AI to provide telcos with innovative solutions that elevate customer service and engagement.
One direct application is providing actionable insights and suggestions that significantly enhance key performance indicators (KPIs). By analyzing vast amounts of data from customer interactions, including call recordings, chat logs, and social media posts, ToumAI’s Gen-AI identifies recurring issues, common complaints, and areas needing improvement, offering personalized recommendations for script optimizations, effective issue resolution strategies, and targeted training for staff.
Additionally, predictive analytics allow telcos to address potential issues proactively, ensuring smoother customer experiences. Sentiment analysis gauges overall customer feelings, helping telcos prioritize improvements that impact satisfaction most significantly.
Another application is the development of multilingual voice systems capable of handling customer queries in various languages and dialects within the IVR.
This voice system, powered by ToumAI’s AI technology, can identify potential risks of churn by analyzing directly the request and sending the customers directly toward the right department to prevent it. Moreover, the bots can handle routine inquiries, freeing up human agents to focus on more complex issues. This not only improves operational efficiency but also enhances the overall customer experience.
Real-time monitoring provides immediate feedback to agents (Augmented Agents), aiding in performance adjustments and successful resolutions, while managers can track performance metrics for continuous improvement. Furthermore, ToumAI’s Gen-AI customizes offers and promotions based on customer preferences, enhancing revenue through targeted upselling and cross-selling.
These Gen-AI-driven improvements positively impact KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), churn rate, and Revenue Per User (RPU), resulting in superior customer experiences and stronger business performance for telcos.
Conclusion - Multilingual AI-CX Solutions for Telcos
ToumAI is revolutionizing how telcos in Africa and the Mediterranean approach customer knowledge and experience. By understanding the unique linguistic landscape and leveraging generative AI, ToumAI provides telcos with the tools they need to enhance customer service, optimize operations, and support strategic AI initiatives. As telcos continue to navigate the complexities of the digital age, partnering with innovative companies like ToumAI will be key to staying ahead of the curve and delivering exceptional value to their customers.
Find out more about our story here: https://www.bloomberg.com/news/articles/2024-05-24/a-tiny-mediterranean-island-wants-a-piece-of-the-global-ai-frenzy
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