Calls, chat, emails and tweets. AT&T’s customer care team interacts with millions of customers everyday. And we are working to improve the customer experience with behind the scenes technology from AT&T Labs.
Our researchers developed a platform called omnichannel analytics. It looks across all customer care channels to study the customer journey. It helps our customer care team make smart, data-driven decisions in a matter of minutes, and even seconds. Using the platform we can provide more proactive responses to customers.
We can also spot trends in customer care interactions. For instance, when customers choose chat to address their needs we learned they prefer live assistance online, not an 800 number. As a result, our customer care teams have taken steps to prevent this in the future.
To do this we use machine intelligence and machine learning. This means our omnichannel analytics platform can learn from customers, much like a person does. It can identify not only what happened, but also why it happened.
In the future, the platform will help our customer care team predict events and anticipate a customer’s emotional state.
Our omnichannel analytics effort helps ensure customers receive the type of support they need and desire.