Orange Cameroon is a leading telecommunications operator in Cameroon and a subsidiary of the Orange Group, headquartered in France, with 8.43 million customers in 2020. Orange Cameroon’s goal is to provide the best service in all aspects of telecommunications (telephone network, mobile package, internet speed, money transfer on mobile, etc.) and customer relations.
With a rising number of customer requests, due to its rapid growth and the regulatory issue of "customer identification" the company was seeking a solution that would allow it to:
● Reduce response times to always be closer to customer expectations.
● Improve customer satisfaction while keeping a good control of costs.
● Facilitate the work of agents by making their actions more "scalable".
Intelligent automation for efficient customer service
Orange Cameroon chose the Botmind virtual agent to implement reasoned automation of responses to customer support requests. Today, the virtual agent in the company's historical communication channel (Dimelo, which became RingCentral in 2018) handles all frequent and time-consuming customer requests.
The Botmind virtual agent automatically responds to requests it can understand (via the trust score) and forwards other requests requiring business knowledge to the most qualified people internally for a quick resolution. Implementing the virtual agent has allowed the company to free up customer service agents' time to handle high-value requests and complex cases.
With the virtual agent's learning functionality, the company can monitor and track conversations to improve the virtual agent's understanding. As a result, frequent and time-consuming questions have been increasingly automated for over 18 months, and customer service agents receive only the requests that are most interesting for the company.
“In December 2020, the virtual agent saved over 1700 hours of work for the support teams.”
To ensure accessibility to the customer service and best response to customers' questions, Botmind and Orange Cameroon teamed up to implement a "performance" project monitoring schedule. They followed the schedule, based on the volume of requests and their classification, to ensure continuous improvement and optimal performance of the virtual agent.
One of Botmind's Customer Success Managers held weekly meetings with the Group Project Manager. The meetings aimed to provide prompt responses to the challenges of putting the system (choice of topics to be automated, method of storing information, use of "API calls", etc.) into production for an audience of nearly eight million people. To keep all stakeholders informed of the “Orange Cameroon Performance” Orange Cameroon and Botmind project managers collaborated to prepare progress reports, which they distributed to stakeholders.
According to the Orange Group requirements, Botmind has set up a real "task force" to provide the expected level of service. Supervised by one of the co-founders, the team is committed to assisting employees in the change process. From educating the virtual agent to adding questions to be automated, Botmind delivered different processing methods to improve the performance of the virtual agent and automate a maximum of responses to incoming requests.