How a Telecom Service Provider has Enhanced the
Customer Experience using Amazon Lex Powered Smart Bot
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Old World
In the old world, our Customer, a Telecom Service Provider conducted its customer interactions via
The Telecom Service Provider’s forward-looking management team chose to invest in IT and bring Artificial Intelligence (AI) to the game to resolve the current issues and outsmart the competition. In conjunction with Streebo & AWS, they employed a Smart chatbot for their Telecom Services.
- Customer Care Centers – 190 Offices
- Call Center – 1800 Personnel
- A Matured Web Portal and Mobile App
The Telecom Service Provider’s forward-looking management team chose to invest in IT and bring Artificial Intelligence (AI) to the game to resolve the current issues and outsmart the competition. In conjunction with Streebo & AWS, they employed a Smart chatbot for their Telecom Services.
The Journey to the new world
Prior to the launch, AWS & Streebo team trained the chatbot on various back-end systems at the Telecom Services, including SAP, Oracle ERP and Popular HRMS systems such as Workday and showed it how to fetch information from various siloed systems in a secured and scalable manner. Powered by Amazon Lex, the leading Natural Language Processing (NLP) engine (100% Recommended as per the Gartner’s Ratings Overview), Streebo’s AWS Powered Smart chatbot was Trained until 99% Accurate, meaning it would answer at least 99 out of 100 questions correctly. The Smart Virtual Assistant for Telecom was added to the workforce after a few rounds of evaluation. The chatbot was pre-trained in various Telecom Services functions such as
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Product & Service FAQs 
Add/Remove Device/User
Subscribe to a Service
Raise Dispute
Ticket Status
Usage History & Records
Generate Receipt
Payment Transactions
The Bot had in-build functionality to transfer to a Live Agent in case it was not able to answer any questions.
Bot Features
Amazon Lex Powered Bots are omni-channel, meaning they can answer queries from across channels including web app (Telecom Service Website), mobile app (Telecom Service App) and external-facing social media channels like Facebook Messenger, WhatsApp, Google Chat and SMS among others. AWS Powered Virtual Assistants also support voice assistants such as Google Home, Amazon Alexa and Siri.
By deploying the AWS chatbot, the Telecom Service Provider has expanded its outreach to new social media channels and at the same time put in a smart & highly intelligent employee in place. The Amazon AI based Smart Virtual Assistant for Telecom now manages the first line of interaction and provides instant responses 24X7 across the channels. The blog below captures the customer journey in the new world after the AWS Virtual Assistant was put in place.
By deploying the AWS chatbot, the Telecom Service Provider has expanded its outreach to new social media channels and at the same time put in a smart & highly intelligent employee in place. The Amazon AI based Smart Virtual Assistant for Telecom now manages the first line of interaction and provides instant responses 24X7 across the channels. The blog below captures the customer journey in the new world after the AWS Virtual Assistant was put in place.
Telecom Customer’s Experience in the new world
Let’s understand the customer experience in the new world with the help of a user’s (Jack’s and Emma’s) journey in different scenarios
Order a new connection on the Telecom Website
Jack is looking to buy a new mobile connection for his wife Emma. He is already a customer of one of the leading Telecom Service providers. Jack goes to the website of the Telecom Company. He is not sure where to navigate, however, the company has deployed a virtual assistant on their web. Jack opens up the virtual assistant and starts the conversation with Amazon Lex Powered Virtual Assistant.
Jack requests for a new connection with a query “show me plans for new connction” (misspelled) – notice there was a spelling mistake – the underlying NLP engine of Amazon Lex makes sure that the user’s intent is understood and the bot goes on to fetch the product details. The chatbot displays two plans and Jack selects the best-suited plan for his wife.
Now, Jack wants to check whether he can convert his prepaid plan to post-paid in the future” (Digression). The Bot responds to the FAQ and then again goes back to order a new connection use case.
The chatbot asks for a few details to proceed. Jack enters personal detail and address to complete the formalities. The chatbot shares the confirmation with an Order ID on the email that the connection request has been placed successfully. (Email integration)
Jack requests for a new connection with a query “show me plans for new connction” (misspelled) – notice there was a spelling mistake – the underlying NLP engine of Amazon Lex makes sure that the user’s intent is understood and the bot goes on to fetch the product details. The chatbot displays two plans and Jack selects the best-suited plan for his wife.
Now, Jack wants to check whether he can convert his prepaid plan to post-paid in the future” (Digression). The Bot responds to the FAQ and then again goes back to order a new connection use case.
The chatbot asks for a few details to proceed. Jack enters personal detail and address to complete the formalities. The chatbot shares the confirmation with an Order ID on the email that the connection request has been placed successfully. (Email integration)
Track Request Status from Facebook Messenger
Jack is chatting with his friends on Facebook, and he is reminded by his wife to check the status of the new connection requested. He opens up the AWS Powered FB Messenger Virtual Assistant for Telecom to check the status.
Jack starts a conversation with the FB Messenger chatbot and requests the status of the new sim. The chatbot asks for the order ID and Jack enters the relevant ID.
The Amazon Lex Powered Pre-trained Smart Virtual Assistant for Telecom Services fetches the details from the backend system and shares the status of the delivery that it would be delivered tomorrow.
Jack starts a conversation with the FB Messenger chatbot and requests the status of the new sim. The chatbot asks for the order ID and Jack enters the relevant ID.
The Amazon Lex Powered Pre-trained Smart Virtual Assistant for Telecom Services fetches the details from the backend system and shares the status of the delivery that it would be delivered tomorrow.
Check Account Details on Mobile App
Jack gets the new connection and sets it up on the phone and downloads the Telecom Mobile App from the app store. After a few days, Jack, and his wife plan to check the usage and other services in their Account. Jack opens up the Amazon Lex Powered Telecom Mobile App Bot to initiate the conversation.
Jack checks if he can do a recharge he types in “como puedo hacer una recarga?” (In the Spanish language) – the Multilingual AWS Powered Telecom Service chatbot responds instantly in the same language. Jack requests to check his account details and current plan. The Bot displays the existing plan with an option to change it, along with usage history, and other services.
Jack and his wife view the account details and complete the transaction with help of a Telecom Virtual Assistant. Then the chatbot confirms that the account details are updated.
Jack checks if he can do a recharge he types in “como puedo hacer una recarga?” (In the Spanish language) – the Multilingual AWS Powered Telecom Service chatbot responds instantly in the same language. Jack requests to check his account details and current plan. The Bot displays the existing plan with an option to change it, along with usage history, and other services.
Jack and his wife view the account details and complete the transaction with help of a Telecom Virtual Assistant. Then the chatbot confirms that the account details are updated.
Pay Bills through SMS
After a month, Jack’s wife Emma receives an SMS to do payment for the monthly bill. She opens up the AWS Powered Telecom chatbot on SMS and starts the payment process. She requests to pay the bill, the bot shares an OTP to confirm the mobile number (OTP integration, PII Masking) and the bot shares the payment detail with modes of payment.
She completes the payment process by entering the credit card details, CVV. The Amazon Lex Powered Smart Virtual Assistant for Telecom confirms that the payment has been completed successfully and sends the confirmation via Email and WhatsApp.
She completes the payment process by entering the credit card details, CVV. The Amazon Lex Powered Smart Virtual Assistant for Telecom confirms that the payment has been completed successfully and sends the confirmation via Email and WhatsApp.
Change Account details on WhatsApp
Emma is talking to her friend on WhatsApp, and her friend wants to port her number to this new telecom service provider. She opens the Amazon Lex Powered Virtual Assistant by the Telecom Provider on WhatsApp and starts the conversation.
She asks the chatbot, how can she port her number and the chatbot displays the process information. Emma informs her friend about the process and gets the information instantly in real time.
She asks the chatbot, how can she port her number and the chatbot displays the process information. Emma informs her friend about the process and gets the information instantly in real time.
Thinking about a Bot for your Telecom Company?
Click here to learn more about AWS Artificial Intelligence Powered Telecom Service chatbot for Customers.
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Pricing Options
MVP(Minimum Viable Product) bot includes:
3 transaction used cases.
1 backend integrations
50 FAQ’s
Channels – Web, Mobile App, 1 Social media channel such as WhatsApp/Facebook messenger.
Capex Option
You can choose to buy the MVP Bot.
Opex Option
You can choose to Subscribe to the MVP Bot for a fixed monthly charge with no upfront setup fee.
Pay Per Usage
This is a conversation-based subscription and tied to the number of conversations & messages the bot handles. Thus you only pay if the Bot is getting used and is actually deflecting calls.Get in touch with our SME to know more about Streebo Smart Bots
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