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Title
Telenor launches Telmi, a boost.ai virtual agent with more than 20 integrations
…nt assistance at far greater speeds than traditional customer service channels. Telmi also currently offers over 20 unique integrations, making it one of the most advanced virtual agents of its kind in the world. “I…
Description
Telenor, described as Scandinavia's largest telecommunications company, worked with boost.ai to launch Telmi, a virtual agent with more than 20 integrations that can retrieve PUK codes, upgrade data plans and show invoices directly in chat. The source says it met Telenor's business and ROI goals within 12 months and also acts as an additional sales channel.
…range of functionality to customers who are logged into their Telenor account, including requesting a PUK code, upgrading their mobile data plan, or viewing their invoice directly in the chat window. “Telmi can access a customer’s account and retrieve the information that they…
…ations that were outlined by Telenor when the project launched in January 2019. The clear business and ROI goals that the company had defined were easily achieved within the first year, and Telmi further proved itself useful, acting as an additional sales channel…
…rs going forward, instead of only being looked at as a source of cost-cutting. “As Scandinavia’s largest telecommunications company, it is important for us to have a clear vision of where we want our digital cus…
Company
Telenor
…o telecom customer experience improvement. This very issue was at the center of Norwegian telecommunications giant Telenor’s drive to digitize its customer service offerings with the introduction of conversational artificial intelligence. “Communication…
Country
Norway
…o telecom customer experience improvement. This very issue was at the center of Norwegian telecommunications giant Telenor’s drive to digitize its customer service offerings with the introduction of conversational artificial intelligence. “Communication…
Industry
Telecommunications
…o telecom customer experience improvement. This very issue was at the center of Norwegian telecommunications giant Telenor’s drive to digitize its customer service offerings with the introduction of conversational artificial intelligence. “Communication…
Problem
Telenor wanted to digitize its customer service with conversational AI so customers could use its portfolio of products and services with as little friction as possible.
…virtual agents of its kind In late 2018, Telenor approached boost.ai to develop an innovative solution that would allow its customers to take advantage of the company’s wide portfolio of products and services with as little friction as possible. This took the form of an ai customer service virtual agent named Telmi that, t…
Solution
In late 2018 Telenor approached boost.ai to develop Telmi, a customer service virtual agent offering over 20 integrations. Logged-in customers can request a PUK code, upgrade their mobile data plan or view an invoice in the chat window. A team of AI trainers monitors the quality of each integration using boost.ai software.
…se goals,” adds Måsender. One of the most advanced virtual agents of its kind In late 2018, Telenor approached boost.ai to develop an innovative solution that would allow its customers to take advantage of the company’s wide portfoli…
…uring the experience and satisfaction of customers as they interact with Telmi. They do this via boost.ai’s easy-to-use software which allows them to monitor the quality of each integration, improving the virtual agent and continuously striving towards a better telecom…
Business value
The source says Telmi exceeded Telenor's expectations, that the business and ROI goals defined at the January 2019 launch were achieved within the first year, and that Telmi also acted as an additional sales channel.
…ce . Exceeding expectations in less than 12 months From a business perspective, Telmi exceeded the expectations that were outlined by Telenor when the project launched in January 2019. The clear business and ROI goals that the company had defined were easily achie…
…easily achieved within the first year, and Telmi further proved itself useful, acting as an additional sales channel rather than just a simple answer-bot. A fact that is bolstered by a study published by McKinsey that reported increa…
AI capabilities
Conversational AI
…website. Thanks to deep learning algorithms and natural language technologies, Telmi is able to understand and interact with customers at an advanced conversational level, delivering near-instant assistance at far greater speeds than traditional cust…
Technology
boost.ai
…se goals,” adds Måsender. One of the most advanced virtual agents of its kind In late 2018, Telenor approached boost.ai to develop an innovative solution that would allow its customers to take advantage of the company’s wide portfoli…
Headline outcome
…ations that were outlined by Telenor when the project launched in January 2019. The clear business and ROI goals that the company had defined were easily achieved within the first year, and Telmi further proved itself useful, acting as an additional sales channel…
Use case type
Conversational assistant
…ucts and services with as little friction as possible. This took the form of an ai customer service virtual agent named Telmi that, today, can be easily accessed via the telco’s website. Thanks to deep lea…
