Do Virtual Assistants improve the user experience with telcos?

Cristina de la Cruz    29 May, 2019

Virtual Assistants are more and more relevant in people’s daily lives, especially when it comes to requesting traffic information, reminders, weather reports… However, when it comes to interacting with service providers such as a mobile phone company, users tend to prefer traditional channels, such as making phone calls or visiting stores. Two questions therefore arise: How could large companies implement new technologies to improve the customer experience? In this regard, do Virtual Assistants improve the user experience with telcos?

User interacting with a Virtual Assistant through her smartphone

Almost all large companies have huge amounts of data about their customers. This data is often difficult to handle because it is not properly organised to provide a good personalised experience. When data is not managed correctly, the consequence for customers is a negative experience and low levels of satisfaction. 

In response to this problem faced by many companies, the solution would be for Virtual Assistants, through the organised provision of customer data, to be able to give personalised answers to users. In this context Telefónica has developed Aura, its Artificial Intelligence (AI), which was created with the goal of improving the relationship between its customers and the company.

User speaks with Aura through the Movistar + app

Data-based Virtual Assistants

Virtual Assistants (VAs) which are based on data can save the user a lot of time when making arrangements, facilitating access to information by providing a single point of contact, via voice or text, regardless of the service. Furthermore, using AI often generates personal satisfaction because the user feels that they are making better use of new technologies.

On the other hand, for telecommunication companies, the use of data-driven AVs results in an improvement in the way the customer perceives a service by providing a personalised, fast and efficient experience.

What are the benefits for companies?

By achieving this improvement, the company differentiates itself from its competitors, increases customer loyalty, and is able to attract new users.
All of this opens a door to a future where users will consider the use of data-driven AVs as a continuously evolving technological trend that simplifies, strengthens, and improves the relationship between telecommunications providers and their customers.

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