United StatesTechnology and telecom2024 – ongoingLiberty Latin America
Conversational AI for troubleshooting diagnosis in contact centers
Liberty Latin America cut manual troubleshooting diagnosis from 10-15 minutes to under 2 with DvSum's conversational AI
Problem
Customer care agents at Liberty Latin America diagnosed connection faults by hand. Each diagnosis took 10 to 15 minutes. Unneeded technician visits and modem swaps followed from slow root-cause analysis.
Approach
DvSum's CADDI conversational AI was deployed in the contact centers of Liberty Latin America, including in Jamaica. Agents use it to pull up and analyze real-time customer data during a call. DvSum said the tool was meant to speed up resolution and cut repair time, truck rolls and equipment replacements.
Results
Takeaway
The time saving per diagnosis was reported by the operator's own manager. The savings from fewer truck rolls and modem swaps were still expectations.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
DvSum announced that its CADDI conversational AI was deployed in Liberty Latin America's contact centers. A Liberty Latin America manager said diagnosis time fell from 10-15 minutes to under 2 minutes. Reductions of at least 15% in truck rolls and 5% in modem swaps were stated as expected, with no dollar savings given.
Full details are in the original sources.