#THINKWinStory in Australia
- Janevit Juntrachort
- May 31, 2017
- 1 min read
Telstra improves customer experience and reduces cost to serve Telstra - Australia’s leading telecommunications and technology company, and IBM have signed the first Watson Virtual Agent project in a Telecom company in Asia Pacific. This project will transform Telstra’s customer service capabilities through the implementation of the new generation of the Watson conversational system.
Powered by IBM Watson and IBM’s partnership with LivePerson, this cognitive capability provides Telstra with an innovative way of offering customers quicker web chat service, allowing for automatic handling of customer service enquiries whilst freeing up customer service representatives to handle enquires which could be more challenging. Telstra expects to increase customer satisfaction with faster and consistently useful answers to customer needs.
Telstra recognised IBM’s leading cognitive technology demonstrated through a competitive pilot - delivered by local, highly skilled people working in collaboration with Telstra staff. This was underpinned by IBM’s strong relationship with Telstra and the expertise of the IBM TME Industry CoC.
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