How Swisscom is achieving major growth with Teneo

In 2020, Swisscom received over 10 million customer requests per year. The volume of calls to the company’s contact center placed a significant amount of stress and required major resources to
manage and maintain customer satisfaction.

Long wait times and unresolved issues were impacting Swisscom customers, which was having a negative influence on customer satisfaction rates and customer churn. Furthermore, as enterpriselevel telecommunication businesses have demonstrated, customer service is one of the most important selling points to attract new customers. Swisscom wanted to make a clear statement that it was
a leader in this area, however, it did not have a clear path to achieving this goal.

Switzerland is a multilingual country with a heavy international presence. Therefore, any Conversational solution needed to be delivered in four languages: English, French, Italian and German.

To handle the vast number of customer requests that are carried out over multiple channels, Swisscom looked for omnichannel and integrated solutions.

The company also faced specific demographic challenges to provide the perfect conversational experience. Switzerland is a multilingual country with a heavy international presence. Therefore, any Conversational solution needed to be delivered in four languages:
English, French, Italian and German. To handle the vast number of customer requests that are carried out over multiple channels, Swisscom looked for omnichannel and integrated solutions.

Additionally, the company wanted an on-premise solution that complied with its high security standards. A further feature that was required was to be able to reuse existing solutions in new use cases, where there would be no need to build up a fully-fledged environment for every new use case.

Over the past two years, Swisscom has rapidly expanded and scaled its Conversational AI solution in order to create brand new products and services while constantly increasing the complexity of its CAI bots.

The services guarantee natural and continuous conversation that goes beyond straightforward Q&As, but that efficiently resolve simple customer requests through easy self-service, while ensuring the availability of expert staff who can focus on solving complex
problems.

This has created one of the best customer experiences within the telecommunication industry, as the combination of machine and human support provides Swisscom customers with an outstanding level of engagement over the phone or when online.

Swisscom deployed the solution easily, with little or no data due to Teneo’s Lexical Resources (TLRs). These unique resources give Swisscom a large number of pre-defined language objects and phrases, making it easy to take that the first steps to deploying the solution. Furthermore, Swisscom was able to integrate its solution with other components thanks to the open accessibility of Teneo and the simplicity of connecting other technologies via API integrations and scripting capabilities. For Swisscom, this was a critical part of the decision to adopt Teneo as the platform to build CAI solutions. The organization required a platform that could seamlessly integrate nd be built to work with its pre-existing systems.

Swisscom’s aim within the core PLATO team of developers supporting business units is to develop, coach and handover each specific new use case to their business unit within six months, easily achievable due to Teneo’s unique usability.

To deliver conversational solutions 24/7 that were easy to deploy, integrable with other components and adaptable to Switzerland’s multilingual environment, Swisscom decided to work with Teneo. Artificial Solutions’ industry-leading SaaS platform, which offered the functionality, ability to scale, language integrations and collaborative tools that the business required to pursue its ambitions.

Once Swisscom had realized the full potential of its Teneo built solution and the impact it had, the business decided to use the platform to develop its own home voice assistant, Swisscom Box. The product allows smart home control and integrates with the likes of Netflix, Sky, DAZN and other content providers.

The voice recognition system was built using Teneo, highlighting the additional capabilities of the platform and how the technology can be used to develop new opportunities for telecommunication businesses.