Client Overview: Banglalink Digital Communications Ltd.
Industry: Telecom
Client Profile:
Facebook Followers: 12 million
LinkedIn Followers: 334k
Instagram Followers: 400k
Twitter Followers: 27.8k
YouTube Subscribers: 425k
Banglalink is one of the leading telecom operators in Bangladesh, serving over million subscribers. As a subsidiary of VEON, Banglalink is committed to bringing affordable communication services and cutting-edge digital innovation to the Bangladeshi market. With a strong focus on digital transformation, Banglalink continues to expand its services, offering next-gen network solutions and continually improving its customer service experience.
Challenges Faced
As Banglalink’s subscriber base grew, it encountered several significant challenges:
- High Volume of Customer Queries: With millions of users, the demand for fast, accurate customer service was growing rapidly, making it difficult to maintain a high level of satisfaction using traditional methods.
- Increased Operational Complexity: Scaling customer service operations without increasing costs or impacting service quality was a pressing concern.
- 24/7 Customer Support: Customers expected immediate, round-the-clock assistance, which required a more efficient solution than human support teams alone could offer.
- Complex Customer Inquiries: From selecting the right plans to resolving technical issues, many interactions required detailed support that was hard to manage manually.
PreneurLab’s AI-Powered Solution
In 2018, Banglalink partnered with PreneurLab to deploy an AI-powered Virtual Assistant aimed at improving customer service efficiency and experience. The solution was built on advanced AI, incorporating Natural Language Processing (NLP) and machine learning to provide smart, context-aware interactions.
Key Features:
Omnichannel Customer Support: The AI assistant provided consistent service across all customer touchpoints, including the website, mobile app, and social media, ensuring a seamless user experience.
Automated Query Resolution: The AI assistant handled frequent inquiries—such as account information, service plans, and bill payments—allowing human agents to focus on more complex issues.
24/7 Availability: Customers had access to instant support any time of day, boosting satisfaction and engagement.
Multilingual Support: The AI assistant was equipped to handle queries in Bengali, Banglish, and English, offering tailored responses for a diverse customer base.
Personalized Service Recommendations: The AI assistant leveraged customer data to provide personalized plan suggestions, enhancing the user experience.
Scalable Support: The system was designed to handle millions of queries without sacrificing response speed or quality.
Implementation
PreneurLab’s AI assistant was smoothly integrated into Banglalink’s existing customer service infrastructure, including their social media facebook messenger channel. The AI assistant was trained on vast datasets from past interactions, enabling it to understand customer inquiries accurately and respond with a human-like approach.
Through continuous learning, the AI assistant adapted to changing customer behaviors and preferences, evolving to provide more nuanced responses over time. This ensured that Banglalink’s customers enjoyed fast, consistent, and accurate service across all platforms.
Impact and Results
Automation of Over 92%
Routine Queries
87% Increase in Customer
Satisfaction
32% Reduction in Operational
Costs
Boost in Efficiency
The AI assistant automated 85% of routine customer queries, leading to a 78% increase in operational efficiency. Banglalink was able to handle a growing customer base without additional strain on human agents.
Enhanced Customer Satisfaction
With instant, 24/7 support, customer satisfaction soared. Ratings showed a 77% increase in overall satisfaction due to reduced wait times and the AI assistant’s ability to provide accurate, real-time answers.
Cost Reduction
By automating a significant portion of customer service inquiries, Banglalink reduced operational costs by 35%, eliminating the need for additional human resources while maintaining service quality.
Improved Customer Engagement
The conversational, personalized approach of the AI assistant deepened customer engagement. By offering tailored recommendations, Banglalink saw a 15% increase in customer interaction and a notable reduction in churn.
Scalable Solution for Future Growth
The AI assistant handled over 8 million queries annually without compromising response quality, providing Banglalink with a scalable solution for future growth and service expansion.
Increase in Service Uptake
With personalized recommendations and cross-selling opportunities integrated into customer interactions, Banglalink saw a 1.8x increase in service uptake.
Data-Driven Insight
The AI solution provided valuable insights into customer behavior and preferences, enabling Banglalink to optimize service offerings and adjust marketing strategies accordingly.
Conclusion
The successful implementation of PreneurLab’s AI-powered Virtual Assistant marked a pivotal step in Banglalink’s digital transformation journey. By automating routine customer inquiries, providing personalized service, and offering 24/7 support, the AI assistant has not only boosted operational efficiency but also significantly enhanced customer satisfaction. With scalable capabilities and continuous learning, Banglalink is now better equipped to handle the growing demands of its subscriber base while keeping operational costs in check. As a result, the telecom giant has strengthened its customer engagement and is poised to maintain its leadership position in Bangladesh’s competitive telecom market, driving innovation and growth through AI-driven solutions.
