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News : MultiChoice Hastens Call Centre Automation with AI-powered Chatbot

#contactcenterworld

Johannesburg, South Africa, June 8, 2021 -- Pay-TV operator MultiChoice is accelerating the automation of its customer experience, introducing an artificial intelligence (AI)-powered chatbot, the Ultimate Master of Information (TUMI), to answer customer queries about products and services.

TUMI, an in-house creation by the MultiChoice team, interacts in real-time with customers in an online or text-based conversation.

The company says TUMI has advanced natural language capabilities, which means the bot can recognise user questions and provide responses with information related to DStv products and services.

MultiChoice says TUMI, launched on 5 May, can clear decoder errors, check balances, reconnect products, make payments, manage holiday home viewing and change viewing packages.

"TUMI is an evolutionary leap in our service capability. Born and developed right here in Africa, TUMI is a tangible manifestation of our commitment to innovation. This is not innovation for its own sake; the focus is to continue to grow our capacity to give our customers an excellent service experience," says MultiChoice SA CEO Nyiko Shiburi.

"Thanks to TUMI, MultiChoice is in-step with international technology and customer-service trends. TUMI places us at the forefront of customer interaction, providing DStv subscribers with another channel to connect with us."

MultiChoice adds TUMI is constantly learning and evolving, which means more functionalities will be added over time through feedback, and customers can also help the bot to learn.

Further, the company says, if TUMI is unable to help customers resolve their queries, they will instantly be transferred to a knowledgeable customer service representative for further assistance.

"TUMI currently lives on the DStv Web site and in time, it will live across MultiChoice’s digital ecosystem on DStv Now (Web site and app), Showmax (Web site and app), and Facebook Messenger. TUMI will also act as a concierge to onboard new customers to MultiChoice online-only service, DStv Streaming."

The enhanced call centre automation comes after the pay-TV company realigned its customer service delivery model, which saw 2 194 of its customer care employees within the call centre and walk-in centres being retrenched.

At the time, MultiChoice said the realignment was in response to the changing behaviour of its customers, who are increasingly moving away from traditional voice calls and visits to walk-in centres, and adopting new self-service and digital technologies to engage with the company.

"This has not been an easy decision to make but, in a business driven by advancing technologies, we must continue to drive efficiencies, yet be agile enough to adapt to evolving customer needs to ensure we remain relevant, competitive and sustainable," said Calvo Mawela, MultiChoice Group CEO.

"We must act decisively to align to the change in customer behaviour and competition from OTT [over-the-top] services because if we don’t reposition now, we run the risk of being completely misaligned and we put everyone’s jobs at risk."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Multichoice:
Company LogoMultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, June 10, 2021

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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