How Telia uses automation to generate direct revenue via customer support

Telia has transformed its customer service by increasing its deflection rate, improving customer experiences, and turning their support team from a cost center to a value center by generating direct revenue with CS. Here’s how.

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1-click CRM integration
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22,500 chats automated per month
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NLP-powered technology
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Made their agents' lives easier

How Telia generates direct revenue

Telia at a glance

TheCustomer-Telia

The customer

Telia is a Swedish-Finnish multinational telecommunications corporation that operates in Nordic and Baltic countries.

TheMarket-Telia

The market

A self-described “New Generation Telco,” it is the largest operator by both customer base and revenue. They handle up to 75,000 customer service chats per month in Finland alone.

TheSupportTeam-Telia

The support team

Agents deal with extremely high volumes. They need to conserve their energy and morale for more complex requests.

TheChannels-Telia

The channels

Chat is Telia’s fastest-growing B2C channel, where thousands of customers get in touch every day.

TheSituation-Telia

The situation

Telia needed a strong upselling strategy, with the aim to convert customers to new products. For this, bespoke customer service and advice was a must.

TheSolution-Telia

The solution

With the help of a virtual agent, 30% of chats are now fully automated so that agents are free to offer quality, high-level support.

Getting started with Ultimate

As one of the largest telcos in the Nordics, with business spanning from mobile to broadband to TV, Telia serves millions of customers. Telia handles up to 75,000 customer service chats per month in Finland alone. On top of this, Telia, as any telecommunications company, faces large customer acquisition costs. For telcos, customer retention, aided by excellent customer experience, is incredibly important. To cushion the high acquisition costs, Telia needed a strong upselling strategy, with the aim to convert customers to new products. In this context, bespoke customer service and advice was a must. 

With Ultimate’s solution, enquiring customers can reach out to Telia through chat either on the company’s homepage or from their own client account (i.e. pre- and post-login). In both cases, an intelligent virtual agent greets them and tries to resolve their request. Telia’s automated conversations are powered by Ultimate’s NLP-powered technology; it is able to hold multi-turn, complex conversations in Finnish and to deliver accurate, instant assistance. The collaboration between Telia and Ultimate  yielded strong results on all fronts. Telia has been able to completely automate 30% of all chats routed through Ultimate.

Ready to start your automation journey?
"With automation, we are able to kill several birds with one stone: Customers get a higher-level support system, our agents are more valued than ever, and we are significantly cutting costs."

Janne Nieminen
Product Owner, Telia

CRM Integration genesys-logo-base 1-Apr-20-2023-11-38-06-5497-AM
Chat Automation Rate 30%
Support 24/7
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AI use case spotlight: customer support automation as an upselling strategy

  • As any telecommunications company, Telia, faces large customer acquisition costs. For telcos, customer retention, aided by excellent customer experience, is incredibly important.

  • To cushion the high acquisition costs, Telia needs a strong upselling strategy, with the aim to convert customers to new products. In this context, bespoke customer service and advice is a must.

  • Through chat automation, agents are free from repetitive, time-consuming tasks, so they can focus their talents on providing customers great experiences. The team is constantly acquiring new skills, and operates at an advanced level.
Check out our chat solution
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AI use case spotlight: increase revenue via chat automation

  • Telia doesn't just view automated chat as an opportunity to save costs, but as a channel that actively generates revenue. One way they do this is by suggesting links to additional services that could be relevant to their customer’s case in their chat conversations. 

  • They then tag these links and follow the revenue from them using Google Analytics. For example, when a customer asks to transfer their phone number from a previous provider to Telia in a public chat, the bot provides a link to an online shop where they can check the best offer for that number.

  • Telia then monitors and reports on subscriptions from this link. The revenue generated is the actual value of the subscription placed via the link.
 
Start growing revenue with automation

The success story

Tickets-Telia

22,500 tickets automated each month

Telia receives 75,000 tickets in Finland alone. With the help of the virtual agent, they have been able to automate 30% of those.

AI-Telia

AI gives Telia a competitive advantage

In an industry where customer acquisition is costly, being able to provide a better support experience makes all the diffrence.

Agents-Telia

A more joyful agent experience

Customer support agents feel more valued and are freed from the most repetitive tasks.

Support-Telia

Customer support that boosts revenue

Telia's virtual agent is programmed to suggest links to additional services at the end of each chat conversation.

Ready to start your automation journey?

Contact sales