Lüm Mobile revolutionizes customer service with AI Customer Assistant
Customer Case Study
Background
Lüm Mobile, a pioneering digital brand of SaskTel, a leading Canadian ICT provider, sought to revolutionize its customer service experience. Alepo leveraged FifthElement.ai’s innovative AI Customer Assistant solution for Lüm Mobile, which aimed to transition from traditional customer support systems to an advanced AI-driven solution, introducing the generative AI-based platform Lüm Bot.
Customer Objectives
Lüm Mobile sought to replace its outdated chatbot with a more sophisticated and human-like customer assistant. The new solution needed to comprehend nuanced customer interactions, offer a high task completion rate, and integrate seamlessly with backend IT systems. Lüm Mobile aimed to enhance its digital brand, boost subscriber growth rates, and manage customer acquisition costs effectively.
Watch Webinar: “Transforming Customer Experience and Embracing Generative AI” to hear Lüm Mobile discuss their generative AI Customer Assistant implementation.
Alepo’s Solution Using FifthElement.ai
Alepo used Alepo’s AI Customer Assistant, part of its generative AI offerings, to deploy the Lüm Bot virtual assistant for Lüm Mobile. Unlike traditional chatbots constrained by preset rules, AI Customer Assistant leverages a large language model (LLM) to comprehend and engage in human-like customer service sessions, delivering next-gen customer service experiences. Alepo designed Lüm Bot to handle a wide array of inquiries while maintaining context and providing dynamic responses. Additionally, Lüm Bot understands context, adapts personas in real-time, and excels in maintaining conversation context.
Solution Highlights
AI Customer Assistant transformed Lüm Mobile’s digital customer engagement, offering accurate, sophisticated, and frustration-free chat experiences. This successful deployment showcased the potential of generative AI in disrupting traditional customer service tools and processes. The key solution highlights included:
- Generative AI Capabilities: Empowered by OpenAI, Microsoft, and Google’s technologies, Lüm Bot excels in understanding and generating human-like language.
- Accurate and Human-Like Interactions: FifthElement.ai’s customer assistant provides Lüm Mobile subscribers with chat experiences that are as accurate as interactions with experienced human agents.
- Contextual Understanding: The customer assistant can handle a wide range of inputs and understand context, resulting in dynamic and evolving conversations.
- Continuous Learning and Improvement: The AI-powered customer assistant continuously learns and improves over time through access to more data, allowing for a more proficient understanding of human-like language.
- Backend System Integration: The customer assistant uses backend IT systems to complete tasks on behalf of customers, enhancing efficiency and providing a seamless experience.
- Tailored Experiences: FifthElement.ai’s technology intelligently adapts personas based on session context, offering a personalized experience for each user.
Key Benefits
Lüm Bot significantly improves customer interactions, bringing a positive impact on Lüm Mobile’s customer support experiences. The key project outcomes included:
- Reduced Escalations: Notable 90% reduction in human agent interventions.
- Enhanced Completion Rate: 70% of customer service interactions are handled autonomously.
- Higher Cost and Time Savings: Reduced operational costs and efforts for Lüm Mobile staff, particularly for after-hours support.
- Enhanced Customer Experience: 24/7 support availability, providing a seamless and advanced user experience.
- Increased Business Growth: Boosted subscriber growth rate and significantly reduced customer acquisition costs. 30% of customer interactions contributed to overall sales.
- Strengthened Self-Serve Capabilities: Improved self-serve service experience, offering continuous support for existing and potential new subscribers.
- Improved NPS: Achieved industry-leading Net Promoter Score of 62%