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Key Challenges Solution Telecom My JIO App January 2020 Customer Care Reach out to Our Team at Enterprise@Haptik.Ai Business AI That Puts Your Customers First Enabling Customer Support Automation for the World's 3rd Largest Telecom Provider Reliance Jio uses Haptik powered conversational AI to handle 50 million customer queries and save more than $3 million in annual operating costs Helpdesk Industry Platform Live Since Product Used Telecom My JIO App January 2020 Customer Care 9X $3M+ 89% Faster resolution time In annual savings Containment rate The largest mobile network operator in India and the 3rd largest mobile network operator in the world, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited ("RIL"), a $150 billion conglomerate and one of India’s most valuable enterprises. Jio is transforming digital India with world-class all-IP data strong future proof network that provides the latest 4G LTE technology. With over 400 million subscribers, Jio is the only network conceived and born as a Mobile Video Network from the ground up and supports Voice over LTE technology. It is future-ready and can be easily upgraded to support even more data, as technologies advance on to 5G, 6G, and beyond. In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, making Jio one of the highest valued telco-to-internet companies globally. Key Challenges Delivering best-in-class customer experiences is central for telecom providers to retain customers and protect market share. Customers today expect more flexibility, greater personalization, and faster issue resolution. MyJio is the brand’s flagship mobile app, which is used by over 100 million users every month to check their account balances, recharge, find new offers, etc. Jio wanted to empower users with an AI assistant within this flagship mobile app to enable agile customer support, improve automation, and deliver personalized user experience while reducing the operating costs. Solution The strategy was to build an intent-driven automation framework that becomes the go-to Intelligent Virtual Assistant (IVA) for Jio users across MyJio, JioChat, and Enterprise apps. We started with analyzing data across various consumer touchpoints to identify and understand the type of inbound user queries that were being raised by their customers. While digging through the data, we learned that cell tower outages were causing a major impact on Jio customers owing to which ‘Network Problems’ was one of the most frequently asked questions across their current channels. Similarly, the Conversation Design team at Haptik identified all the top categories of customer care topics and started implementation with the goal of achieving 80% containment. The IVA was intricately designed to route the remaining complex issues to the support team, ensuring a smooth handoff between the AI and human agents. Account related information Latest JIO Offers JioFiber Slow Speed Among other use-cases that are tackled by the IVA include contact support agent, recharge, IUC charges, etc. However, here is what makes the MyJio IVA really unique: • It has 900+ unique intents to manage Jio's customer service around Mobility, Fiber, Digital Apps, and Brand Offers. • It contains over 7000+ ways in which a customer can interact with the bot. • Scale: It processes over 150k+ interactions per day, translating to over 5 million a month. Business Impact Deploying the Haptik Solution, My Jio was able to: • Drastically transform customer care and reduced support costs The MyJio IVA handles around 5M support queries per month and >60M annually. Over 80% of queries are handled by the IVA, resulting in lesser queries routed to call centers, thereby significantly dropping support overheads. • Reduce wait times and deliver exceptional support While a support agent takes 200 seconds on an average to resolve queries, the IVA takes as less as 6.2 seconds, ensuring faster query resolution and reduced wait times. • Agile customer support centers & optimal utilization of resources Putting automation as the first line of support helped Jio deflect repetitive, mundane inquiries from reaching the agents, enabling them to focus on handling complex queries. Reach out to our team at Thank You [email protected] Interested in developing an IVA solution for your enterprise? New York | Los Angeles | Singapore | Mumbai.
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