CanadaTechnology and telecom2024 – ongoingCogeco Communications
AI customer service chatbot in Canada and the US
Cogeco's AI chatbot handled more than 80,000 customer inquiries in one month across Canada and the US
Problem
Cogeco serves broadband customers in Canada and the US, and each market handled routine service inquiries separately.
Approach
Cogeco deployed an AI-powered customer service chatbot in both countries on a single platform from one vendor. CEO Frédéric Perron described the rollout on the company's fourth-quarter fiscal 2024 earnings call.
Results
Takeaway
The only figure is a monthly volume. The call gave no resolution rate or cost saving.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
MarketBeat published the transcript of Cogeco's Q4 fiscal 2024 earnings call. CEO Frédéric Perron said the chatbot managed over 80,000 customer inquiries in September alone in Canada and the US combined. The date is that of the call.
Full details are in the original sources.
