Our client is a leading global telecommunications company with operations in 20 countries across Asia and Africa. Ranking among the top four mobile service providers globally in terms of subscribers, our client provides GSM network services across Africa.
Entering a market already covered by established players such as MTN and Vodacom, our client’s entry into Africa was rife with speculation. Faced with weak infrastructure and high operational costs, the telecom giant struggled to stabilize and brand themselves in the African subcontinent.
Although social media channels were used to address customer grievances, and promote offers, evaluating effectiveness of customer service and marketing efforts remained a challenge. SecondSight Analytics helped to identify, analyze, and interpret social interactions, which significantly improved customer service.
Initially, we took care of research, analytics, and reporting manually. Once the process was streamlined, functionalities that deliver custom analytics were built into the tool. These reports are accessible to all operational heads in the telecom company. The fully automated tool is an NLP-based Artificial Intelligence (AI) system. It has a user-friendly dashboard and delivers insightful charts with real-time analytics.