SWISSCOM
The leading Swiss telecommunication and IT company
Excellent customer service is one of their main goals resulting from their self-perception as a premium provider. For them, it is not enough to understand their customers. Swisscom wants to speak their language.
IMPLEMENTATION OF solvatio® X
Swisscom moved from solvatio® 9 to solvatio® X to reach their aim of speaking the customers´ language. In the process, solvatio® X was embedded in the overall architecture of Swisscom while the knowledge base was transferred into the new system. With solvatio® X machine learning, omnichannel and thus an improved digital customer experience was implemented by this telecom provider. Swisscom can resolve customer issues even more effectively and sustainably in the future.
“What I appreciate is the possibility to train the system. Through ML, we can learn based on customer feedback and existing solutions.”
– Carl Däscher, Head of Process Implementation & CUC-IT, Swisscom
“While the customers wait for a call agent to take their call, solvatio automatically completes time-consuming queries in the background”
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