Kcell JSC is a leading provider of telecommunications services of Kazakhstan in terms of market share and revenue with a subscriber base of over 10.5 million users, and part of Telia Group, the largest Scandinavian telecommunications holding Company (www.teliacompany.com).
Kcell has strong focus on customer service excellence, and considers it to be key to our service offering and strategy. Therefore, when we started the selection process for a provider of the next generation technologies that would power our customer service strategy, we focused on proven experience, vendor responsiveness, and ultimately tangible business benefits.
As a result, to a formal RFP process, out of 5 shortlisted suppliers Kcell has chosen to trust Omilia LTD with the delivery of a conversational customer care portal in Kazakh and Russian language, that would prove the superior results of DNN (deep neural networks) and NLU (natural language understanding) technology over existing DTMF technology during a 2-week pilot launch. 1 he Pilot project was launched in November 2016 and proved that Omilia’s conversational technology was indeed the right choice, the set KPI’s were substantially exceeded, and the customers were found to be more satisfied using the new system over the old DTMF IVR.
Commercial launch followed shortly after at the end of April 2017 and significant positive improvements were noticed within only the first 2 weeks after the launch:
- – Lost calls reduced by 10 times
- – Sales conversation rate increased by 1.5 times
- – Increase of NPS score on 5pp
- – FCR for the virtual consultant was about 70 – 75%
Due to the significant drop in lost calls, we are now able to process a larger volume of calls with less effort and with the help of the virtual consultant we have been able to additionally improve customer service since 9 / 10 customers will wait less than a minute to get automated service or be transferred to the agent.
Our special appreciation goes to Omilia’s ASR developers for creating a customized bilingual speech recognition system that works even if customers mix the two most frequent languages (Kazakh and Russian) as they speak, and will successfully understand and respond to their requests. Therefore, we highly recommend Omilia as an extremely flexible and stable partner whose employees have real expertise in product development and customer service and in the 9 months of our project have managed to leave not even one Kcell request unanswered or not dealt with.
Head of self-service team