Artificial intelligence in telecom: Building genuine relations to improve customer experience

Andrea Maldonado, Natalia Carrasco, Catalina Bonnet and Hector Navarrete

Entel, a telecommunications brand, explored how to devise a personality for its chatbot, which would both align with the brand's image and meet customers' expectations in Chile.

Abstract

Today, people look for answers in the moment, wherever they are, whatever they are doing, on the channels that they are already using. This is why in the case of the telecommunications industry, the need to respond in real-time is a challenge and can be decisive for their customer experience. Therefore, Artificial Intelligence (AI) is transforming almost every industry around the world, allowing brands and their customers to have conversations, at scale 24/7. However, if those conversations are not meaningful and genuine, people can feel that AI is more like a problem wasting their time, rather than a real...

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