The business impact
The business challenge
Telecommunications company SFR, was looking to increase customer satisfaction by improving service levels across its 4 call centers. Specifically, it was looking to:
- Ensure consistency in form and content of documents produced across the centers
- Increase productivity of complaints processing
- Maintain a high quality of language used by all advisors
The NLG solution
Yseop developed a bespoke NLG tool for SFR for the creation of personalized, direct to consumer communications. It automates email and letter writing to cover administrative and claims requests, which can then be customized by SFR’s staff before they are sent out.
The solution ensures a high quality of written French, with consistent language across all communications to deliver a seamless customer experience. We also provided agents with customer support tools based on best practices to ease the reorganisation process and facilitate strong user adoption.