Client Overview: Robi Axiata PLC
Industry: Telecom
Client Profile:
Totals Subscriber: 56.4 million
Facebook Followers: 10 million
Instagram Followers: 400k
Youtube: 296k Subscribers
Robi Axiata PLC is the second-largest telecom operator in Bangladesh, serving over 56.4 million subscribers. A subsidiary of Axiata Group Berhad and Bharti Airtel, Robi has been at the forefront of digital innovation in the telecom industry. With a network covering 98.5% of the population, Robi is known for its leadership in introducing cutting-edge services, including 5G trials and Voice over LTE (VoLTE) on its 4.5G network. Since 2016, following its merger with Airtel Bangladesh, Robi has continued to expand its footprint, setting new benchmarks in telecom services.
Dost AI Journey With Robi Axiata
Challenges Faced
As a major telecom player with a rapidly expanding customer base, Robi faced several key challenges:
High Volume of Customer Queries: Managing millions of subscribers while maintaining customer satisfaction required faster and more efficient service delivery.
Operational Inefficiencies: The need to scale customer service operations while reducing costs and response times became essential.
Demand for 24/7 Service: Customers expected around-the-clock service, which was increasingly difficult to manage with traditional methods.
Managing Complex Inquiries: Many customer interactions required in-depth assistance for choosing service plans, account management, and technical support.
PreneurLab’s AI-Powered Solution
In 2017, Robi Axiata partnered with PreneurLab to implement a Virtual AI Assistant across multiple customer touchpoints. The solution leveraged advanced AI, including Natural Language Processing (NLP), machine learning algorithms, and the latest LLM (Large Language Model) technology, to handle a wide range of customer interactions with improved accuracy and contextual understanding.
Key Features:
Omnichannel Support: The AI assistant provided a seamless and unified customer experience across all platforms, allowing users to switch between channels without losing the continuity of the conversation.
Automated Customer Support: The AI assistant could instantly respond to common queries, providing real-time support for account issues, data plans, and more, freeing up human agents for complex tasks.
24/7 Availability: With the AI assistant, Robi’s customers received uninterrupted service, significantly improving customer satisfaction.
Multilingual Support: The assistant operated in both Bengali, Banglish, and English, allowing seamless communication for Robi’s diverse customer base.
Personalized Recommendations: Using predictive analytics, the assistant provided personalized service plan recommendations based on customer behavior and preferences.
Cross-Channel Integration: The AI assistant was integrated across Robi’s website, app, and social media platforms, ensuring consistent support across all channels.
Implementation
The AI assistant was seamlessly integrated into Robi Axiata’s existing customer support channels, including their website, mobile app, and social media platforms. Trained on an extensive dataset of customer interactions, the assistant was designed to understand and respond to queries in a human-like manner. Over time, it has been continuously enhanced to adapt to evolving customer needs, ensuring consistent, real-time support across all touchpoints while maintaining a natural and intuitive user experience.
Automation of Over 95%
Routine Queries
90% Increase in Customer
Satisfaction
38% Reduction In Operational
Cost
Impact and Results
Increased Efficiency: The AI assistant reduced the load on human agents by automating over 95% of routine inquiries, resulting in a 40% increase in operational efficiency.
Improved Customer Satisfaction: The AI assistant’s ability to provide instant, 24/7, accurate answers to customer questions significantly reduced frustration and increased satisfaction ratings by 90%.
Reduced Operational Costs: The AI assistant helped Robi Axiata reduce operational costs by handling a large volume of inquiries without requiring additional human resources. The company realized cost savings of 38%.
Enhanced Customer Engagement: The AI assistant’s conversational tone and personalized recommendations built deeper engagement with customers, encouraging loyalty and repeat business. Customer churn rates decreased by 12% during this period.
Scalable Solution: The AI assistant handles over 10 million queries yearly without compromising response times, making it a scalable solution for future growth.
2X Increase in Service Uptake: Robi Axiata achieved a 2x increase in service uptake through cross-selling and up-selling instances.
Data-Driven Insights: The solution also generated valuable insights into customer behavior, allowing Robi to optimize their service offerings and tailor marketing efforts.
