Industry
Technology, Media and Telecommunications
Driven by Technology
Microsoft Azure OpenAI
The Challenge of the Client
MasOrange's customer service departments faced challenges with high call volumes, lengthy call durations, and the necessity of explaining invoices during peak times, negatively impacting customer satisfaction. To address the issues of their clients, the call center staff often had to dedicate a significant amount of time to each caller, particularly when it came to complex invoice queries. This not only led to prolonged waiting times for other customers but also increased the stress levels of the employees, further affecting the quality of service. Therefore, MasOrange was looking for a solution which could increase efficiency and educate customers on how to manage their invoices independently.
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Video PwC MasOrange
PwC’s technological solution
In 2024, PwC Spain began working with MasOrange in the definition of its IT strategy where the integration of AI was one of the strategic drivers, focusing on improving scalability, operational efficiency and customer experience. With our deep experience in navigating technological challenges, we were able to find the right software solution for MasOrange who opted for an AI solution from one of the leading providers in this field, Microsoft.
The development of a Microsoft Azure OpenAI based conversational tool for automated invoice explanations via WhatsApp, aimed to streamline operations by automating routine inquiries and providing detailed easy-to-understand instructions for customers who needed help with their invoices. The solution was built and deployed in four phases:
- Knowledge Base Generation: Collecting, organizing, and structuring relevant information for the conversational agent.
- Invoice Processing: Creating and implementing an invoice processing pipeline to extract relevant data using Microsoft Azure Form Recognizer.
- Prompt Creation and Engineering: Designing and writing necessary prompts for the bot to respond to queries and guide conversations using Microsoft Azure AI Search services for Retrieval Augmented Generation over call center agent scripts
- Optimization: Iteratively correcting errors and improving the bot's performance without compromising reliability.
The chatbot was designed to learn from interactions and continuously improve its responses, ensuring that customers received accurate and timely information.
The solution provided enabled the customer service department to handle multiple queries simultaneously, thereby reducing the overall call volume and allowing employees to focus on more complicated issues that required personal attention.
The Impact of the Solution
The implementation of the bot resulted in a +30% improvement in avoidable calls for certain scenarios and internal process improvements, positioning the bot as a differentiating factor from the competition. In addition to improved response times and accuracy, the use of Microsoft Azure OpenAI allowed MasOrange to provide valuable insights into common customer concerns and behavior patterns. These insights are instrumental in refining service strategies and developing targeted educational resources to help customers better understand their invoices.
Implementing AI not only aligned with MasOrange's commitment to innovation and customer-centric service but also set a new standard for efficiency and responsiveness in the industry. The anticipated improvements in key performance metrics underscored the potential impact of this technological advancement on overall business success and customer loyalty.
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