Tier 1 Mobile Service Provider Transforms Call Centers
A Tier 1 mobile service provider used an IBM big data solution to ingest large device manuals from multiple vendors and create digestible chunks of information (sub-documents) on a topic that the call center representatives can use to resolve customer issues. Over 40,000 call center agents access this targeted information from the central knowledge management application, combined with information from other sources. This helps resolve customer issues faster and more reliably, resulting in lower average handling time (AHT) and improved customer satisfaction. Service provider also saved hundreds of thousands of dollars spent in manually segmenting and processing information.