The Challenge:

The MVNO’s existing customer support model relied heavily on human agents. When the Affordable Connectivity Program ended in early 2024, inquiry volumes surged as customers sought answers on account status, service eligibility, and device replacements. Support channels were quickly overwhelmed, leading to longer wait times and rising costs. The MVNO recognized the urgent need for smarter, scalable support to improve efficiency and protect the customer experience.

The Solution:

ResultsCX worked closely with the MVNO to deploy an advanced AI-driven self-service solution built on QnABot on AWS and powered by its SupportPredict platform. The platform streamlines access to information, reduces handling times, and helps agents focus on complex, high-value interactions.

• An intelligent IVR serves as the first point of contact, seamlessly directing callers to the most relevant self-service channels.
• At the same time, an AI-driven chatbot integrates with back-end systems to deliver near real-time updates on balances, applications, and device replacements.

The Customer:

A customer-focused service provider delivering reliable, affordable connectivity through innovative solutions. Known for agility and service excellence, the company empowers customers with flexible options, responsive support, and technology-driven experiences that keep people connected when it matters most.