Voice-enable your business
"The partnership between Digi and VUI has redefined how we think about deploying conversational experiences. Technology we thought was available only to large multinational corporations is now the front line of our customer experience."
- Rochus Schreiber, CEO, Digi
Listen to customer sessions by VUI
In partnership with VUI, Digi deployed a voice automated Intelligent Directory Assistant that applies a conversational, search, and machine learning solution to the process of searching for phone numbers. The companies configured a highly interactive and robust conversational solution using historical data and continuous learning. Since the launch of this voice automated Directory Assistance, Digi has reduced directory calls by 58% and increased outbound call capacity by 99%.
Digi and VUI upgraded the configuration of the platform to serve highly unstructured and open-ended customer billing, support, and sales calls. Using historical customer calls and employee live trials, the conversational platform is now able to answer more complex and multi-turn conversations about mobile plans, billing, and offers. Click below to hear the experience.
Modernizing Customer Care
Digi, the leading telecommunications provider in Belize, modernized its approach to customer experience by making conversational care a priority in its new corporate strategy with 24/7 availability. In addition to improving the service level to customers, the implementation of a voice automated Intelligent Directory Assistance also allowed Digi the opportunity to redeploy its expert care teams to focus on supporting customers who needed more personalized attention. This initiative was part of a multi-phase strategy to redefine the company’s brand, positioning the company as one of the leading telecommunications & solutions provider regionally in innovation and customer service.
Digi initially deployed new engagement channels including mobile apps and call center technology to allow its customers to get support and purchase services. As a part of its strategic framework, Digi made a bold statement with state-of-the-art solutions that were instantly and easily accessible by all its customers. This new, automated solution converses with its customers, while learning and adapting to new words and slangs using best in class Artificial Intelligence. Customers are able to dial a number that provides them instant and immediate assistance that enhances as interactions and subscribers grow.
The initial results exceeded expectations. To support the personalized theme, Digi branded the solution "DANA" (Digi’s Automated Voice Assistant) and will continue to roll her out to support more services across all channels in the future. The more customers interact with DANA, the better the platform 'learns' to support additional customers’ questions that will be deployed across all the mobile, internet and media services.
“This new technology not only aligns with Digi’s Go Beyond strategy, but also cements our rank as a leader in customer experience in Belize. Our customers are our priority, and refocusing our teams to be available 24/7 enhances how we continue to serve them every day."
- Marconi Leal, Deputy Chief Sales & Marketing, Digi