How Chatbots Can Help Telecommunication Companies Deliver Consistent Excellent Customer Service

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During this time when everyone is struggling to retain some sense of normalcy in their daily lives, telecommunication services can arguably be considered essential services; seeing as how they allow us to stay connected with our loved ones and adjust to the new work from home and stay-at-home setup. The tiniest interruption in telecommunication services can have a major effect on our day-to-day activities; which is why telecommunication companies should be more proactive in delivering consistent excellent customer service. Here’s how a chatbot can help:


24/7 Customer Service

Be available around the clock and assist customers 24/7 with a chatbot that is operational at all times – with or without a human working in the background. Your chatbot can accommodate as many customers at the same time, in real time. As a bonus feature, your chatbot can be deployed on Messenger and reach more customers.


Instant Complaint Resolution

A chatbot can respond instantly to customer concerns and perform minor troubleshooting so complaints are immediately taken care of. Through their natural language processing (NLP) capabilities, chatbots can identify a complaint and draw the right information from their knowledge base in order to respond correctly. This way, customers can just send a message to report a problem or ask how to fix their router and the chatbot will respond with the necessary steps to resolve the complaint.


Answering Inquiries and FAQs

Aside from customer service, your chatbot can also handle inquiries and commonly asked questions. Customers can easily inquire about office hours, contact details, or branch locations and your chatbot will answer accordingly. With a chatbot in charge of your FAQs, customers can get the information they need right away.


Product and Service Information

Improve user experience with a user-friendly interface. Your chatbot can display information in carousel menus and provide customers a comprehensive view of your products and services. With a chatbot, customers can readily browse and conveniently navigate between carousels to find the information they are looking for.


Live Agent Support

For complex matters such as managing customer account information and fulfilling customer requests, your chatbot can connect customers with actual customer service agents. This means customers can get access to a live agent at the click of a button or by simply typing the words, “live agent.” With an additional live agent feature on your chatbot, you can maximize efficiency and make way for better customer experience.



Customers are relying on your steady support to make it through this pandemic. Don’t let them down and get a chatbot for your customer service now!



Designing experience since 1998, Alfafusion is a premier enterprise chatbot solutions developer in the Philippines.

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