Post-Pay Customer Care for Sprint
Moving away from the traditional touch-tone IVR was a logical step for Sprint, helping them deliver amazing customer experiences while expanding its customer base. With the addition of Verbio’s conversational AI, Sprint’s post-pay customer care has been enhanced because it can now better understand customers and engage with them through natural speech.
The solution is a truly cognitive system that is able to understand customers efficiently and implement conversational speech to naturally engage with its customers, providing a more human-like interaction. It has implemented call steering automation for Sprint’s Postpaid Customer Care service, available in both English and Spanish.
As a result, automation is used for multiple processes in the Sprint call center now, such as “language selection” and “payments management”. The main objective was reducing time on the phone for customers and operators as well as reducing operating costs since their call center handles over 200,000 calls a day. With Verbio’s conversational AI, Sprint’s customer service now is over 95% accurate in both Spanish and English regarding natural language understanding accuracy.