How AI Analytics are Solving Digital Friction for Telecom Customers
17For Communication Service Providers (CSPs), a seamless digital channel is non-negotiable. But how do you identify and fix points of customer friction before they lead to expensive call center interactions or churn?
Join Brian Kracik of Google Cloud and Ricki Lang of Quantum Metric as they discuss the critical role of AI-powered analytics in modern telecommunications. This conversation covers key strategies for improving the customer experience, including digital containment, reducing Average Handle Time (AHT) in the contact center, and preventing fraud.
See how the Google Cloud and Quantum Metric partnership provides telecoms with the visibility needed to optimize digital flows, increase conversions, and drive millions in operational savings.
Speakers:
Brian Kracik, Head of Distributed Cloud and Telecom Product Marketing, Google Cloud
Ricki Lang, Global Vice President, Telecommunications, Media, and Entertainment, Quantum Metric
Chapters:
0:00 - Welcome to AI Innovators
0:35 - What is Quantum Metric?
1:17 - The Importance of Digital Containment
2:25 - The Role of AI in Assisting Contact Center Agents
3:08 - Real-World Results and ROI
Learn more about Google Cloud for Telecommunications: https://cloud.google.com/solutions/telecommunications?e=48754805
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