Case Study: Global Telecommunications Company centralizes social media customer service and boosts NPS with [24]7.ai

Telecom Giant Leverages Trusted BPO Partner [24]7.ai for Social Media Support

One of the world’s largest telecommunications, media and entertainment companies faced fragmented, inconsistent and risky customer service on Facebook and Twitter as demand for social support grew. In 2015 the company tapped long‑time BPO partner [24]7.ai to operationalize social media customer service and bring consistency and control to a decentralized effort.

[24]7.ai began with 20 dedicated agents, established triage and resolution rules using experience, algorithms, sentiment analysis and AI, and quickly scaled to ~400 agents across the US and Colombia handling 100% of the client’s social responses in English and Spanish. Agents are empowered to resolve issues per policy (and escalate critical cases, including matters for the Office of the President), driving consistently high NPS and positioning social media from a cost center toward a revenue opportunity.