Stemming from Zain Telecom’s commitment to provide an exceptional customer experience they partnered with Labiba for Artificial Intelligence to implement instantaneous messaging in order to address customer queries and provide conversational self-service through Messenger, handling all account management, balance, and coverage related matters, to name a few.
Through Artificial Intelligence, Labiba.AI introduced a tailored Arabic natural language processing and machine learning software that ensures a personalized customer care experience for users, in addition to making the digital assistant fully integrated with Zain Jordan’s internal system, Labiba.AI ensured that the quality of the telecom’s front line self-service customer support was enhanced with a human-like conversation.
Furthermore, a built-in handover protocol allowed Messenger to seamlessly direct complex customer requests to a live agent in order to take over the matter accordingly and immediately assist with finding the right solution.
After integrating the Messenger-powered digital assistant the average response time for customer queries dropped substantially, achieving 50% decrease in messenger support costs, and a 60% decrease in calls to the customer care center.
Also due to the AI automated experience on Messenger, satisfaction score reached 77%, with 40% of all customer enquiries are now being handled directly through Messenger.
“As Messenger is widely used throughout the region, we wanted to launch a customer service channel that was fast, convenient and reliable. By working with Labiba and Ringcentral to create and integrate an automated experience for Messenger with a handover protocol for live agents, we have been able to not only provide a better customer service experience, but have seen an increase in operational efficiency.” said Mohammad Tamimi the Operations Planning and Development Team Leader at Zain.
Ali Hajjaj, the CEO of Labiba.ai commented on this achievement saying: “The team at Labiba.ai is very proud of the results achieved through this project. By utilizing artificial intelligence technologies, we were able to bring significant improvements in nearly all customer service KPIs for Zain Jordan, making this a stepping stone for further developments in building automated experiences with human-like capabilities. We are at the dawn of an era where virtual employees will become an integral part of our life, not only to assist human employees in their daily tasks, but to provide customers with a better experience that is quick, consistent and reliable.”
By introducing an automated experience for Messenger, Zain’s customers can now experience an entirely digitized and user-friendly experience to manage and receive updates on several services and account information through neutral language through audio and text messages.
© Press Release 2021
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