CASE STUDY

BUILDING A REMARKABLE, DIGITALLY ENABLED CUSTOMER CARE EXPERIENCE

You are working with a telecommunications company, NewCo, that operates in multiple markets throughout the world.
As with most telecommunications providers, they have many customers calling the Contact Centre for assistance. They have recently
invested in a Chatbot that sits on their Mobile App and Website that answers customer queries.
They hope this chatbot will:
1. Enhance the customer experience
2. Reduce customer calls into their Contact Centres
Over the past 3 years, NewCo markets have developed their chatbots in isolation. Recently, NewCo has realised that markets are working on
similar Customer Journeys but have developed different technology proficiencies.
They believe that there may be opportunities for Market 1 and Market 2 to improve performance & capabilities of their chatbot through
sharing best practices. However, each market has its own technologies and data outputs. This data must be interpreted and aligned into a
common framework in order to be able to compare.
You have been provided data from Market 1 and Market 2. Utilise the data to compare these markets and recommend which customer
intents (contact reasons) that they could collaborate on to improve chatbot performance.
Key Questions NewCo would like answered:
1. Present Key KPIs and high-level observations – based on Volume and Containment Rate by customer intent
2. Compare Markets on Key KPIs
3. Identify intents suitable for best practice sharing across markets
4. Prioritise the Top 5 based on opportunity size (volume savings)
In a structured 20-30 minutes presentation with 10-15 minutes Q&A, present your analysis of the data, key decisions and assumptions in
order to organise the data, and key findings to answer the questions above.
Please take the opportunity to ask questions to help guide your analysis prior to presenting your findings. The client is happy to take 30
minutes a day prior to the presentation to answer any clarifying questions.