Intel AI Revolutionizing Customer Service at Lüm Mobile
How Intel AI transformed customer service for a leading Canadian ICT provider with advanced AI virtual agents.
Company
Lüm Mobile (SaskTel)
Industry
Telecommunications
Location
Canada
Background
Lüm Mobile, a pioneering digital brand of SaskTel, a leading Canadian ICT provider, sought to revolutionize its customer service experience. Intel AI, leveraging its advanced generative AI capabilities through collaboration with strategic partners, introduced the innovative virtual agent solution, transforming Lüm Mobile's customer interactions with the deployment of the Lüm Bot.
Customer Objectives
- Understanding nuanced customer interactions
- Achieving a high task completion rate
- Seamlessly integrating with backend IT systems
Their goal was to enhance their digital brand, increase subscriber growth rates, and effectively manage customer acquisition costs.
Intel AI's Solution
Intel AI deployed its AI Virtual Agent technology, branded as the Lüm Bot, to handle a wide array of customer inquiries with human-like accuracy and responsiveness. Unlike traditional chatbots limited by preset rules, Intel AI's virtual agent leverages a large language model (LLM) to engage in dynamic, contextually relevant conversations.
Generative AI Capabilities
Powered by advanced language models from leading AI providers, the virtual agent delivers human-like language comprehension and generation.
Accurate and Human-Like Interactions
The virtual agent offers responses comparable to those of experienced human agents, ensuring high-quality customer service.
Contextual Understanding
The solution maintains conversation context, adapts to user inputs, and evolves with the dialogue for seamless interactions.
Continuous Learning
The AI-powered agent improves over time by accessing more data, enhancing its language comprehension and service delivery.
Backend Integration
The virtual agent integrates with backend IT systems to perform tasks on behalf of customers, streamlining processes and reducing manual interventions.
Personalized Experiences
The virtual agent adapts its persona and tone based on the context of each session, ensuring a tailored experience for every user.
Key Results
Escalation Reduction
Reduction in the need for human agent interventions
Autonomous Handling
Of customer service interactions handled without human intervention
Sales Conversion
Of interactions contributed directly to sales conversions
NPS Score
Industry-leading Net Promoter Score achievement
Conclusion
Intel AI's deployment of its Virtual Agent at Lüm Mobile showcases the transformative potential of generative AI in modern customer service. By offering accurate, personalized, and efficient support, Intel AI's solution has empowered Lüm Mobile to achieve its goals of reducing costs, enhancing customer satisfaction, and driving business growth.