[Case study] Telcos Transform Support Outcomes with Intelligent Search

According to a survey by Pew Research, 68% of US adults own a smartphone. That’s about 160 million people. And chances are that at some point during their ownership, people will need support from their service provider.

Knowing the importance that good and efficient customer support plays in both keeping existing customers and winning new subscribers, plus the challenge of skillfully handling large volume of support requests, two telecommunication leaders decided to migrate their search platforms from Google Search Appliance (GSA) to Attivio.

In less than a year post-implementation, both organizations are seeing significant business results, including:

  • A 50% reduction in customer task time on the website
  • A 30% decrease in agent search time

If you want to read more about the types of projects they’re working on and how Attivio is helping, read it here.

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