Artificial Intelligence (AI) in Prepaid Wireless, 2019: The Future of AI in Prepaid Customer Relationship Management - ResearchAndMarkets.com
However, prepaid wireless customer care remains sub-par compared to postpaid service.
The "Artificial
Intelligence (AI) in Prepaid Wireless: The Future of AI in Prepaid
Customer Relationship Management" report has been added to ResearchAndMarkets.com's
offering.
Key Findings
- Customer care at incumbent MNOs is highly bifurcated
- AI will provide both cost reduction and customer satisfaction
- Best tool for automated wireless customer care is conversational AI
-
Best tool for data analytics and customer-facing decisions is machine
learning
Prepaid wireless has gained parity with postpaid in terms of plans,
feature functionality, and even pricing. However, prepaid wireless
customer care remains sub-par compared to postpaid service. In addition,
prepaid service providers typically have their own customer care teams,
even within host carriers (e.g. not just with MVNO providers), which can
cause many issues including customer migration from postpaid to prepaid
(or vice versa), plan differences, and phone related issues.
Based on primary research into prepaid wireless service provider
customer care, it is believed that prepaid wireless service providers
(and some post-paid service MVNOs) will be the likely first and best
target service areas for AI based CRM. More specifically, carriers will
look beyond AI based chatbots and other online CRM automation tools
towards conversational AI, which will become very important for both
cost reduction and customer satisfaction.
This is because conversational AI will provide the best combination of
human-like interaction, but with the full knowledge base of carrier
service information. AI in prepaid wireless customer care will not be
limited to conversational AI, however, as machine learning will also be
a powerful tool to identify trends in customer care. This will allow
carriers to proactively deal with potential customer concerns before
they become systemic problems.
The downside from an employment perspective is that many low-level
customer care personnel jobs will be eliminated. Wireless carriers are
recommended to restructure and retrain personnel in preparation for
implementing AI in CRM. Part of this preparation should involve
elimination of wrote engagement such as scripts used by customer care in
favor of reps becoming more intuitive and active listeners. Additional
insights from primary research along with recommendations are found in
the report.
Study Coverage
This Management Strategy Report is part of the Insight Series that
identifies developing market trends and provides vision into the market
impact of emerging and dis-intermediating technologies. This offering
includes expert Q&A as well as one hour of interactive consultation to
answer your pressing technology and/or business issues. Additional
consulting, advisory services, and/or research customization are
available upon request.
This report will enable the purchaser to have a better understanding of
future customer care operations within the communications service
provider (CSP) market segment. Buyers of this report will be able to
identify how CSPs will simultaneously cut operational costs and improve
end-user satisfaction via AI-based customer care. In addition, the buyer
will gain a better understanding of how AI-enabled CRM will evolve and
integrate with business operations within many industry verticals.
Topics Covered
1. Executive Summary
2. Prepaid Wireless Overview
2.1. Prepaid vs. Postpaid
2.2. Pricing, Features, and Plans
2.3. Level of Customer Care
3. AI in Prepaid Customer Care
3.1. Online Tool: AI enabled Chatbots
3.2. Lifelike Customer Care: Conversational AI
3.3. What is it and Why is it so Important?
3.4. What will it do for Prepaid Customer Care?
4. Prepaid Wireless Customer Care Case Studies
4.1. Case Studies of Actual Experience with Tier One Carrier
4.1.1. Long Term Customer switches from Postpaid to Prepaid
4.1.1.1. Dealing with Two Different Customer Care Teams
4.1.1.2. What they Don't Tell you about Switching to Prepaid
4.1.2. Previously Postpaid, Prepaid Customer Breaks Phone
4.1.2.1. What they Don't Tell you about Bring Your Own Device
4.1.2.2. Device Pitfalls: Aftermarket Cellular Phone Buyer Beware
4.1.2.3. Case Study of AI in Prepaid Wireless Customer Care
5. Summary and Recommendations
5.1. Prepaid to Adopt AI for Customer Care before Postpaid
5.2. Substantial Reduction to Operational Expenses
5.3. Dramatically Improved Customer Service
5.4. All Wireless Service Customer Care to ultimately be AI Based
For more information about this report visit https://www.researchandmarkets.com/research/gctzt7/artificial?w=4
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