As part of its digital transformation, Telenet Group Holding NV (Telenet), a leading provider of entertainment and telecommunications services in Belgium, was searching for a Conversational AI solution to deploy on the frontlines of its customer service operation.
The goal was to differentiate the company’s omnichannel experience, provide customers with a 24/7 care experience and strive for operational efficiencies. During the provider’s RFP process, Telenet reviewed several solutions vendors, and in the end the company was drawn to Amelia’s market-leading offering, and Amelia’s experience in partnering with clients for success.
Amelia will serve customers of both Telenet and BASE, the provider’s two primary brands. Amelia will be trained to understand Telenet’s product suite, including mobile and entertainment solutions, enabling her to provide every customer with personalized, accurate and efficient support over their preferred channels (voice, chat, web and mobile app). Telenet anticipates that Amelia will support up to 2 million customers once the solution is fully deployed.
Benedikte Paulissen, Executive Vice President at Telenet said: “We are dedicated to leveraging digital tools to help our customers and employees live a better quality of life. For this reason, we wanted to deploy a Conversational AI solution to provide our end users with seamless, personalized support, and Amelia was the clear choice. Amelia is an exciting addition to our overall transformation strategy, and we look forward to integrating her functionalities in our omnichannel customer experience.”
Chetan Dube, CEO of Amelia, said: “People rely on their service providers to stay connected, productive and entertained. Simultaneously, people are demanding better digital customer experiences, ones that feel tailored to their unique circumstances and needs. Companies that act upon this growing demand are the ones that will continue to thrive, and by utilizing Amelia, Telenet is taking an innovative path toward ongoing growth and success. We are thrilled to partner with Telenet to transform its customer experience with Conversational AI.”
As a provider of entertainment and telecommunication services in Belgium, Telenet Group is always looking for the perfect experience in the digital world for its customers.
Under the brand name Telenet, the company focuses on offering digital television, high-speed Internet and fixed and mobile telephony services to residential customers in Flanders and Brussels. Under the brand name BASE, it supplies mobile telephony in Belgium. The Telenet Business department serves the business market in Belgium and Luxembourg with connectivity, hosting and security solutions. More than 3,000 employees have one aim in mind: making living and working easier and more pleasant.
Telenet Group is part of Telenet Group Holding NV and is quoted on Euronext Brussel under ticker symbol TNET.
For more information, visit www.telenet.be.