Smart Agents: The Call Center Migrates to the Smartphone
The smartphone is poised to change how mobile network operators (MNOs) deliver customer care. This is partly because smartphones’ higher complexity drives added customer support needs, forcing MNOs to either find a better delivery model or suffer cost increases and unhappy customers. Conversely, smartphones’ phenomenal capabilities enable them to become the primary delivery channel for customer care. Some MNOs have proven they can shift 20% of their customer engagement to device-based self-care within 6 months of deploying a Mobile Self-Care strategy. Within 18 months, MNOs can shift 50% of customer engagement to the mobile device, and we believe long-term potential is for over 80% of care to be mobile-based.