Challenges

One of the top three U.S. communications organizations wanted a platform where they could provide the self-service that many of their clients—particularly younger people—appreciate and desire. The intention was to allow their clients to handle bill payments, account information, shopping, upgrading, network issues, changes of number / address, and other similar requests without needing to call and talk to an agent and spending a lot of their time waiting in a queue. This business need led to an initiative to develop a digital assistant platform that would work based on machine learning (ML) and natural language processing (NLP) algorithms provided by Google.

Our solution

Celsior was selected to play a vital role in planning, developing, testing, staging, and deploying to production this digital assistant in a timely manner. As desired by the client, we agreed to handle this outsourcing engagement using a fixed-price, deliverables-based managed-service approach. 

Key client benefits from the completed project include:

• Enhanced client experience, where the clients can do what they want in just a few clicks. The customers can ask any questions related to the organization, their account, shopping, network, etc. and get answers instantly based on machine learning (ML).
• Highly optimized architecture with modern-day technologies.
• Reduced operations costs by limiting the need to call the client service number, thus increasing margins by making the transaction process easy and increasing client satisfaction.

Business outcomes

The digital assistant has been very successful. Millions of clients are now enjoying the platform and providing feedback of all sorts, which helps us to improve the platform every day.