Vodafone defines its customer care in two ways: pro-active and re-active.
Intelligent Care supports both. The former predicts why customers are contacting the company and also understands why they’re reaching out. The latter is when a customer calls and the system intelligently routes them to the best channel for them. The system depends on a strategic use of data and analytics, married to a deep understanding of customer behaviour.
By combining those elements Accenture has created a pro-active system that anticipates customer needs. For example, when a customer goes roaming overseas, they may encounter a larger bill than they normally expect. Intelligent Care sends them a text. This is personalised to them as individuals to let them know why the bill is higher so they don’t experience bill shock.
When reacting to calls, the system uses voice analytics to establish why a customer is calling, linking this information together with everything Vodafone knows about that customer, to select the best channel to serve the customer for that individual reason for calling.