How to turn customer service channels into team players Omnichannel [...]
How to efficiently deflect and shorten customer service calls Making [...]
With solvatio, you serve data-driven automated assurance for customer experiences across multiple channels while leveraging AI and delighting your customers.
Digitalize your mobile customer support in weeks using plug-and-play customer support content
As a result, many customers avoid self-service channels and turn to customer support representatives instead. They themselves struggle with high call volumes, limited training and complexity of customer issues. This leads to long wait times, higher interaction costs, and dissatisfied customers, while the potential of self-care remains untapped. Changing the status quo typically requires significant investments, and building customer support from scratch isn’t a viable option. This leaves customer support executives in a dilemma of how to initiate truly significant improvements.
-Customers bypass self-service, overloading support teams.
-High call volumes, limited training, and complex issues increase wait times and costs.
-Significant improvements require investment, leaving executives uncertain about the next steps.
As a result, many customers avoid self-service channels and turn to customer support representatives instead. They themselves struggle with high call volumes, limited training and complexity of customer issues. This leads to long wait times, higher interaction costs, and dissatisfied customers, while the potential of self-care remains untapped. Changing the status quo typically requires significant investments, and building customer support from scratch isn’t a viable option. This leaves customer support executives in a dilemma of how to initiate truly significant improvements.
-Customers avoid self-service, increasing pressure on support teams.
-High call volumes, limited training, and complex issues cause long wait times and high costs.
-Significant improvements require major investment, leaving executives unsure how to proceed.
HRAIZN MOBILE is a comprehensive library of mobile customer support capabilities – covering all mobile issues that customers may encounter. Instead of creating and managing all customer support content by yourself, it grants you access to preconfigured telco best practices. Using our powerful AI inference engine, every customer support channel can utilize HRAIZN MOBILE content to boost KPIs such as Resolution Rates, Average Handling Times, or Recaller Rates. HRAIZN MOBILE is ready to deploy, ensuring a go-to-market time of just a few weeks. You deliver intuitive digital experiences to your customers while reducing effort and cost. Transform your customer support in weeks using preconfigured, best-practice telco customer support content.
-HRAIZN MOBILE provides a ready-to-use library for mobile customer support.
-AI-driven best practices enhance KPIs like Resolution Rates and Handling Times.
-Deploy in weeks, reducing costs while improving digital customer experiences.
Ready to use:
HRAIZN Cable comes with a vast amount of assurance capabilities out of the box. This means, we’ve taken the best practice approaches and build them into a ready to use value pack.
Highly intuitive & dynamic:
HRAIZN Cable will help the user with meaningfull action recommendations based on the data at hand, making every customer journey tailored to the real-time customer context.
Maximized automation:
With HRAIZN Cable, you equip your customers with automated capabilities they need to troubleshoot their HFC/Copper connection, their Home Equipment and their WiFi SetUp. Combined with HRAIZNs intuitivity, they can help themselves instead of having to call in.
Reduce Costs by Resolving Customer Issues Before They Impact CX
Size and versatility of telco infrastructure pose a challenge to save cost with proactive issues resolution. Many systems either lack proactive capabilities or fail to utilize them effectively due to their sheer number and unclear dependencies. To address this, data streams must be continuously monitored and analyzed for anomalies, with automated root cause detection and resolution wherever possible.
Without proactive measures, manual fixes and customer service cases drive up costs. The effort required to implement proactivity forces NOC, IT teams, and product managers to focus only on the most critical 5% of cases, leaving significant potential untapped. Smart, proactive solutions can unlock this potential and drive substantial cost savings.
HRAIZN PULSE leverages statistical models and machine learning to detect issues proactively. It enables you to enhance existing alerting systems or introduce new proactive capabilities. Early detection and automated root cause analysis can be applied to various use cases—monitoring critical network components, optimizing OTT service performance, managing smart home devices. As safety mechanism, you can also detect large scale customer issues and their root cause after just a few customer contacts. Apply automated fixes, reduce manual effort and prevent negative customer experiences.
Efficient field service without unnecessary dispatches
Field service remains a major cost driver in telecom customer support. The lack of data-driven root cause detection and intelligent guidance leads to excessive dispatches. Field Service is often the default when no immediate solution is available—an expensive approach. However, If a technician visit is unavoidable, they must be equipped with the right tools and guidance to ensure efficiency.
Unnecessary dispatches are the result of lacking a data-driven approach. The basis to avoid costly on-site visits is a root cause diagnosis that leverages OSS/BSS data and topology analysis. Combined with powerful remote resolutions, most issues can be solved in self-care channels or 1st level. Field service technicians rely heavily on their expertise, making well-trained workers a valuable but limited resource. To maximize efficiency, they need remote access to essential systems and tools via a unified interface. Additionally, intuitive, dynamic guidance can help new technicians quickly adapt to the complexity of their tasks. Failing to optimize both dispatch prevention and field force efficiency leads to soaring costs.
By leveraging an AI-driven real-time fault clearance, Swisscom AG reduced field service dispatch costs by €4.5 million over three years. A data-focused approach enabled root cause resolution, minimizing unnecessary dispatches and improving customer experience through faster fixes. However, when dispatch is unavoidable, HRAIZN still provides technicians with tailored action recommendations and remote system access, enhancing efficiency and customer satisfaction while reducing costs.
Prevent unnecessary dispatches with accurate issue detection and resolution:
Extend remote capabilities instantly with preconfigured, best-practice assurance content:
Enhance proactivity to reduce dispatch needs even further:
Boost Customer Service KPIs Across All Channels—Effortlessly
Reducing customer service costs is an obvious goal, but unlocking real savings can feel impossible:
— How can you leverage data to empower self-service channels and automate 80% of resolutions —
— How can you use AI to create seamless, intuitive interactions that handle even complex issues effortlessly? —
— How can you implement adaptive guidance to reduce AHT and eliminate wait times? —
— How can you apply Machine Learning to proactively detect issues before they impact CX? —
The answer is often effort. Customer service teams must prioritize due to limited resources—improving quality in one area while sacrificing another. Existing solutions struggle to fully utilize AI and GenAI, and starting from scratch isn’t an option. The result? A constant cycle of improvement that never addresses the root problem: high effort, limited next-gen capabilities, and shifting priorities.
HRAIZN tackles these challenges head-on, enhancing customer service KPIs while reducing effort. Our powerful AI inference engine, combined with preconfigured customer support content, instantly elevates service quality across all channels.
At the core of HRAIZN is a true omnichannel architecture, enabling seamless, data-driven support interactions that adapt in real time. Built specifically for telco customer support, HRAIZN isn’t just a platform—it’s a plug-and-play solution with ready-to-use customer support flows for the most common technologies.
Transform Your Customer Service in Weeks with HRAIZN
Skyrocket service quality with best-practice, ready-to-use assurance content
Boost efficiency and personalization with reliable GenAI functionalities
Solve 50 to 80% of your customer problems digitally through AI-driven self-care
Truly relevant cost savings through self-care are only achieved when solutions are effortless, adaptive and automated. However, customers still experience customer support solutions that require a lot of knowledge and patience on their part. The challenge is to leverage system and conversational data dynamically in real-time to provide customers with simple, relevant and automated assistance.
If there is a fundamental lack of dynamism, simplification and automation, the solution rates and acceptance of self-care channels will not improve in the long term. In addition to the high costs caused by manual customer contacts, this has a negative impact on customer experience and the image of the telco companies concerned.
HRAIZN solutions combine real-time OSS/BSS data with a powerful AI inference engine to address these challenges. Instead of hard-coded resolution paths, the inference engine treats every customer issue uniquely and leverages data dynamically to find the shortest path to resolution. Interactions on self-care channels are concise and effortless, while connection to underlying systems allows for powerful automated actions. This proven approach leads to enhanced self-care acceptance and improvement in resolution and adoption rates.
Offer your customers effortless solutions on all self-care channels
utilizing data-driven decision making:
Simplify any resolution by utilizing AI to combine system
and conversational data in real-time:
Provide customers NextGen experiences through GenAI self-care features:
Save effort and imporive customer service quality by
utilizing preconfigured customer support content
Enhance chatbot NPS & FCR through reliable use of Large Language Models
Chatbots are in a dilemma of rigid processes vs. freedom. They either require big knowledge bases – or provide overly creative and unreliable answers. Lack of reliability renders chatbots unsuitable for executing automated actions and solving technically complex problems independently. However, your customer service team and knowledge engineers face significant challenges in creating content for chatbots. Despite their efforts, gaps remain when addressing highly specific or individual customer inquiries.
-Chatbots struggle between rigid processes and unreliable creativity.
-They either need vast knowledge bases or risk providing inaccurate responses.
-Creating chatbot content is challenging, leaving gaps in handling complex inquiries.
As a result, while chatbots are available 24/7, they fail to solve problems autonomously around the clock. Instead, they are often used as entry points while their full potential to assist customers quickly and independently remains untapped. This leaves your customers more frustrated than impressed, hindering the adoption of chatbot solutions. Moreover, the considerable effort required from knowledge engineers to generate content does not align with the actual outcomes or the intended business value. Your key metrics like NPS and FCR remain below expectations, and you struggle to realize the anticipated cost savings from automating customer issue resolution.
-Chatbots operate 24/7 but fail to resolve issues autonomously.
-Their potential remains untapped, leading to customer frustration and low adoption.
-High content creation effort yields poor results, keeping NPS and FCR below expectations.
CHAD AI is an LLM-powered chatbot interface that solves your dilemma. It provides instant troubleshooting guidance and excels in answering even highly specific questions, ensuring swift resolutions and improved customer satisfaction. To do that, CHAD AI enriches your chatbot interactions with global knowledge and the unique knowledge resources of your company – without the need to implement additional content. CHAD AI delivers tailored, seamless interactions that elevate customer satisfaction and optimize the overall service experience – while ensuring reliability through a data-driven framework. You save effort and costs for maintaining knowledge bases while improving KPIs like NPS and FCR.
-CHAD AI, powered by LLM, enables instant, reliable troubleshooting and support.
-It integrates global and company-specific knowledge without extra content creation.
-Enhancing customer satisfaction, it reduces costs and improves KPIs like NPS and FCR.
HRAIZN CABLE grants you access to a comprehensive library of telco best practices.
the HRAIZN OMNX platform allows you to empower all channels with one source of content.
By leveraging a dynamic, AI-powered approach, you’ll deliver intuitive digital experiences to your customers, reduce costs, and achieve a fast ROI. Transform your customer service in weeks using preconfigured, best-practice telco assurance content.
CHAD will help you to save cost while improving customer experiences with a swift return on invest.
Read more in our factsheet
Experience more GenAI features that improve customer experience and internal efficiency
“AI allows us to turn customers into experts where we would have needed 2nd or 3rd level in the past. By focusing on data and historical resolution rates, we provide them with tailored solutions quickly and conveniently.”
– Mohamed Baa, responsible for AI in assurance, Swisscom AG
Wholesale and OAN operators can leverage HRAIZN for own purposes – and to build new revenues stream. Benefit from HRAIZN solutions by…
Leveraging GenAI to enhance customer experiences and reduce workload for internal team:
Drive self-care adoption with hyper-adaptive, personalized customer service journeys.
Despite significant efforts to enhance the acceptance and functionality of self-care channels, resolution rates remain below expectations. Customers expect their journeys to be effortless, simple, and concise. To meet these expectations, interactions need to adapt continuously to new data, insights, and customer inputs. However, most customer service journeys are still characterized by lengthy and rigid processes. Once a context is set, customers face a series of questions, many of which may no longer relate to their actual issue.
-Despite improvements, self-care resolution rates remain low.
-Customers expect effortless, adaptive support experiences.
-Rigid, outdated processes lead to irrelevant questions and frustration.
The result: negative customer experiences. Customers often feel misunderstood regarding their problem. Lengthy, complex interactions involve fixed dialog sequences and questions which the customer may have already answered. This leads to poor resolution rates, low adoption of self-care tools, and frequent escalations to human-assisted channels. Investments in reworking or extending existing journeys often fail, as they do not address the core issue: a lack of adaptivity and a data-driven approach to customer service.
-Rigid interactions frustrate customers, making them feel misunderstood.
-Fixed dialogues and repeated questions lower resolution rates and self-care adoption.
-Without adaptivity and a data-driven approach, improvements fail to solve the core issue.
HRAIZN NBA AI transforms customer service journeys into adaptive, dynamic experiences – on all your customer support channels. It leverages data from OSS/BSS systems, customer feedback, and new insights to continuously enhance and personalize customer journeys. This approach allows for seamless context switching at any point in the interaction. Additional information is used to personalize responses, while irrelevant questions are eliminated. For knowledge engineers, this reduces the complexity of modeling extensive processes. Customer service teams are enabled to create better customer experiences that drive self-care adoption and improve the performance of human-assisted channels. Ultimately, this approach ensures telcos achieve the ROI they expect from self-care solutions and agent guidance.
-HRAIZN NBA AI creates adaptive, data-driven customer service experiences across all channels.
-It personalizes interactions by leveraging OSS/BSS data, feedback, and insights.
-This reduces process complexity, boosts self-care adoption, and improves ROI for telcos.
HRAIZN CABLE grants you access to a comprehensive library of telco best practices.
the HRAIZN OMNX platform allows you to empower all channels with one source of content.
NBA will help you to save cost while improving customer experiences with a swift return on invest.
Read more in our factsheet
Experience more GenAI features that improve customer experience and internal efficiency
“AI allows us to turn customers into experts where we would have needed 2nd or 3rd level in the past. By focusing on data and historical resolution rates, we provide them with tailored solutions quickly and conveniently.”
– Mohamed Baa, responsible for AI in assurance, Swisscom AG
Empower every single customer touchpoint to save cost and improve customer experiences – without additional effort
The wide variety of customer segments requires addressing different communication preferences. Each customer support channel must be capable of resolving issues comprehensively while also enabling seamless transitions to other channels. To meet customer expectations, every channel should have access to real-time data and should offer AI-driven decision-making. However, creating and managing content for each channel individually demands significant effort. Every channel has specific requirements, which increases the workload. Despite these efforts, service quality often varies between channels due to the fragmented approach and siloed team structures.
-Diverse customer segments require tailored communication across support channels.
-Channels must resolve issues seamlessly with real-time data and AI-driven decisions.
-Managing content separately increases workload, leading to inconsistent service quality.
This fragmented approach results in high costs and effort for developing, maintaining, and optimizing channel-specific content. Additionally, the lack of a unified solution across teams prevents effective collaboration and the realization of shared improvement opportunities, further increasing costs and delaying progress. Customers often face inconsistent service quality, leading to repeated queries and poor experiences. This, in turn, lowers the adoption rate of automated customer support channels and prevents the achievement of NextGen service quality across all channels.
-Fragmented content management drives high costs and effort.
-Lack of a unified solution hinders collaboration and slows progress.
-Inconsistent service quality leads to poor experiences and low automation adoption.
HRAIZN OMNX addresses these challenges with AI-driven, highly personalized service interactions that fuel every customer support channel. It enhances the adoption of self-care channels by driving data-driven decisions and enabling automated actions. Furthermore, it allows seamless transitions between channels while retaining the context of prior interactions, saving time and ensuring a consistent and positive customer experience. HRAIZN OMNX simplifies content management by using a single, unified content base for all customer support channels, significantly reducing the effort and costs associated with content creation and maintenance. HRAIZN OMNX not only lowers costs but also improves the adoption of digital, automated support channels, paving the way for more efficient and scalable customer support.
-HRAIZN OMNX enables AI-driven, personalized support across all channels.
-It enhances self-care adoption with data-driven decisions and automated actions.
-A unified content base reduces costs, ensures consistency, and improves scalability.
Resell customer support solutions to ISPs to save effort, reduce costs and unlock new revenue streams
The shared use of physical network infrastructure by multiple providers makes managing, monitoring, and maintaining the network highly complex. When faults or outages occur, identifying the cause becomes challenging because issues can originate at different levels—end customer, ISP, or network owner. ISPs often lack expertise in direct customer support, creating additional work for network owners. Manual error identification and resolution leads to delays, increased workload, and growing customer dissatisfaction.
-Shared network infrastructure complicates management, monitoring, and maintenance.
-Fault identification is challenging, as issues can stem from customers, ISPs, or network owners.
-Manual troubleshooting causes delays, higher workloads, and customer dissatisfaction.
This situation results in significant challenges for all parties. Network owners face higher costs and increased workloads, even when they are not responsible for the problem. ISPs suffer financial losses due to unresolved customer issues caused by a lack of problem-solving capabilities. End customers experience dissatisfaction because they lack self-service solutions to resolve issues quickly. The absence of automation further compounds the problem, as identifying root causes and responsibilities takes significant time, delaying resolutions and straining resources.
-Network owners bear high costs and workloads.
-ISPs lose revenue from unresolved issues.
-Customers lack self-service, and delays worsen without automation.
HRAIZN OAN localizes root causes and automates troubleshooting wherever possible. This reduces workload, shortens resolution times, and improves overall efficiency. HRAIZN OAN enables network owners to resell intelligent customer support solutions to ISPs. Therefore, it reduces costs and effort while opening new revenue streams. Utilizing HRAIZN OAN, ISPs can offer advanced self-care applications that help end customers resolve issues more efficiently, leading to enhanced satisfaction and fewer escalated problems for network owners. Network owners benefit from additional revenue, meeting SLAs more effectively and differentiating their offerings.
-HRAIZN OAN automates troubleshooting, reducing workload and resolution times.
-Network owners can resell support solutions to ISPs, cutting costs and creating new revenue streams.
-ISPs offer self-care tools, improving customer satisfaction and minimizing escalations.
Internet service providers can completely revolutionize their customer support with little effort thanks to the HRAIZN offerings, making it a competitive advantage instead of a weak point. Benefit from HRAIZN solutions by…
Saving cost and effort while providing outstanding customer support quality on all channels:
Using best practice content to digitize your customer support within weeks:
Leveraging GenAI to enhance customer experiences and reduce workload for internal team:
Proactively resolve customer issues and ensure growing revenue from 3rd and 1st party services
Driven by an increasing number of connected devices, Smart Home systems, OTT services, and 3rd party offerings, the growing scope and complexity of telecom infrastructure puts significant pressure on providers. Effective monitoring and proactively resolving problems is becoming more difficult, while telecom companies remain responsible for ensuring seamless functionality across all services. Managing these challenges without effective tools makes it increasingly difficult to prevent and resolve issues proactively. Where systems already provide proactive functionality like alarming, the information is not fully leveraged for proactive resolutions or tied back to customer impact.
-Growing device numbers and service complexity strain telecom providers.
-Monitoring and proactive issue resolution are becoming more challenging.
-Existing systems generate alerts but fail to drive proactive solutions.
Frequent outages and service failures, regardless of their origin, severely damage customer satisfaction and lead to churn. For telecom companies, this immensely threatens the viability of OTT or bundled services, which are critical for revenue. Without proactive solutions, reactive issue resolution becomes costly, labor-intensive, and inefficient, delaying root cause identification and preventing continuous improvement.
-Frequent outages hurt customer satisfaction and increase churn.
-Service failures threaten the viability of OTT and bundled offerings.
-Reactive troubleshooting is costly, slow, and hinders continuous improvement.
HRAIZN PULSE analyzes real-time and historical data and leverages AI to proactively detect root causes. Additionally, by automating resolutions, HRAIZN PULSE empowers you to resolve problems before they impact customers, ensuring reliable service delivery. HRAIZN PULSE minimizes customer disruptions, strengthens service uptime, and enables telecom companies to maximize revenue while maintaining seamless operations across both 1st and 3rd party services. Turn reactive customer interactions into proactive solutions, gaining deeper insights into customer impact and transforming issues into opportunities for improvement.
-HRAIZN PULSE uses AI to detect root causes and automate resolutions proactively.
-It prevents customer disruptions, ensuring reliable service and maximizing revenue.
-Transform reactive support into proactive solutions, enhancing insights and operations.
Mobile Network Operators and Mobile Virtual Network Operators can revolutionize their customer support with little effort thanks to the HRAIZN offerings, making it a competitive advantage instead of a weak point. Benefit from HRAIZN solutions by…
Using best practice content to digitize your customer support within weeks:
Saving cost and effort while providing outstanding customer support quality on all channels:
Leveraging GenAI to enhance customer experiences and reduce workload for internal team:
Digitalize your DOCSIS customer support in weeks using plug-and-play customer support content
As an HFC operator, you face significant costs and challenges in developing and maintaining content for all customer support channels. Your customers expect intuitive, effortless service experiences, like those offered by ChatGPT. However, the complexity of backend systems, a wide range of devices, and limited automation make it difficult to meet these expectations.
-HFC operators face high costs and challenges in managing support content.
-Customers expect seamless, AI-like service experiences.
-Complex systems, diverse devices, and limited automation hinder meeting these expectations.
As a result, many customers avoid self-service channels and turn to customer support representatives instead. They themselves struggle with high call volumes, limited training and complexity of customer issues. This leads to long wait times, higher interaction costs, and dissatisfied customers, while the potential of self-care remains untapped. Changing the status quo typically requires significant investments, and building customer support from scratch isn’t a viable option. This leaves customer support executives in a dilemma of how to initiate truly significant improvements.
-Customers bypass self-service, overloading support teams.
-Long wait times and high costs stem from complex issues and limited training.
-Major improvements require investment, leaving executives unsure of the next steps.
HRAIZN HFC is a comprehensive library of DOCSIS customer support capabilities – covering all HFC issues that customers may encounter. Instead of creating and managing all customer support content by yourself, it grants you access to preconfigured telco best practices. Using our powerful AI inference engine, every customer support channel can utilize HRAIZN HFC content to boost KPIs such as Resolution Rates, Average Handling Times, or Recaller Rates. HRAIZN HFC is ready to deploy, ensuring a go-to-market time of just a few weeks. You deliver intuitive digital experiences to your customers while reducing effort and cost. Transform your customer support in weeks using preconfigured, best-practice telco customer support content.
-HRAIZN HFC offers a ready-to-use DOCSIS support library for all HFC issues.
-AI-powered best practices enhance KPIs like Resolution Rates and Handling Times.
-Deploy in weeks, cutting costs while improving digital customer experiences.
Ready to use:
HRAIZN Cable comes with a vast amount of assurance capabilities out of the box. This means, we’ve taken the best practice approaches and build them into a ready to use value pack.
Highly intuitive & dynamic:
HRAIZN Cable will help the user with meaningfull action recommendations based on the data at hand, making every customer journey tailored to the real-time customer context.
Maximized automation:
With HRAIZN Cable, you equip your customers with automated capabilities they need to troubleshoot their HFC/Copper connection, their Home Equipment and their WiFi SetUp. Combined with HRAIZNs intuitivity, they can help themselves instead of having to call in.
Offering a comprehensive portfolio of communication services, CSPs cans benefit from HRAIZN solutions by…
Saving cost and effort while providing outstanding customer support quality on all channels:
Drastically increasing customer service KPIs within a few weeks:
Leveraging GenAI to enhance customer experiences and reduce workload for internal team:
Use GenAI to shortcut resolution processes for reduced Average Handling Time (AHT)
Efficiently resolving customer issues relies on effective guidance for call center representatives. The more dynamic this guidance, the faster issues can be resolved. Both OSS/BSS data and customer statements should dynamically influence the interaction. However, guiding tools often restrict flexibility by steering reps in one fixed direction. This limits the simultaneous retrieval of customer statements and OSS/BSS data, as customer inputs are only incorporated into the problem-solving process when specifically prompted.
-Dynamic guidance accelerates issue resolution for call center reps.
-OSS/BSS data and customer inputs should shape interactions in real time.
-Rigid tools limit flexibility, delaying problem-solving and reducing efficiency.
When customer statements are not dynamically integrated into the resolution process, customers are often forced to repeat themselves during interactions, leading to frustration and poor experiences. Long AHTs further exacerbate this issue, causing longer wait times due to overwhelmed call centers. This wastes the potential to shorten interactions and fully utilize the value of customer inputs in real-time.
-Lack of dynamic integration forces customers to repeat themselves, causing frustration.
-Long AHTs lead to overwhelmed call centers and extended wait times.
-Real-time customer input utilization remains underleveraged, missing efficiency gains.
HOUDINI AI enables call center reps to shorten interactions at any stage through simple text inputs. Using LLM, natural language inputs are precisely mapped to technical data points, enhancing the guidance provided to agents. Every second of the call is optimized to achieve results as quickly and dynamically as possible. While the system performs automated actions like reconfigurations or reboots, agents can simultaneously gather new information to directly influence problem resolution. This LLM-based approach reduces AHT by up to 38% and significantly improves customer experiences.
-HOUDINI AI shortens call interactions with LLM-powered text input mapping.
-It optimizes guidance, automates actions, and enables real-time issue resolution.
-This approach reduces AHT by up to 38% and enhances customer experiences.
HOUDINI will help you to save cost while improving customer experiences with a swift return on invest.
Read more in our factsheet
HRAIZN Fiber comes with a vast amount of assurance capabilities out of the box. This means, we’ve taken the best practice approaches and build them into a ready to use value pack. With HRAIZN Fiber, you therefore equip your customers with all the automated capabilities they need to troubleshoot their Fiber connection, their Home Equipment and their WiFi SetUp so they can help themselves instead of having to call in.
Meanwhile, HRAIZN Fiber will help the user with meaning-full action recommendations based on the data at hand, making every customer journey tailored to the real-time customer context.
All of this is supported by super advanced AI capabilities that are built right into HRAIZN FIBER.
Houdini AI uses the latest in AI technology (a genAI-powered engine) to connect what your CSRs type with the technical information stored in your knowledge base. It’s incredibly smart – it can pick out multiple pieces of information from a single sentence, and even handles typos and different ways of saying the same thing. This ensures that the right problem is identified every time.
Definitely! You have lots of customization options:
– Seamless Integration: Houdini AI can be integrated directly into your existing help desk applications.
– Choose Your AI Engine: You can select the AI engine that best suits your needs, with options like OpenAI, Anthropic, LLAMA, and more.
– Look and Feel: You can customize the style and layout to match your branding and preferences.
– Faster Resolutions: It speeds up everything by automatically suggesting the best next steps for your CSRs to take. This means shorter calls and more customers helped in less time. Think of it as turbocharging your customer service!
– Less Manual Effort: Houdini AI automates a lot of the behind-the-scenes work, reducing the number of steps it takes to solve a problem. Your CSRs can focus on helping customers, not getting bogged down in tedious tasks.
– Happier CSRs: By providing the right information quickly and easily, Houdini AI makes troubleshooting less complex. This reduces stress and empowers your CSRs to be more efficient and effective.
– No More Downtime: Houdini AI can process new information even while your system is busy doing other things (like rebooting a device). This means no more awkward pauses on calls while waiting for things to happen.
Experience more GenAI features that improve customer experience and internal efficiency
Digitalize your fiber customer support in weeks using plug-and-play customer support content
As a fiber operator, you face significant costs and challenges in developing and maintaining content for all customer support channels. Your customers expect intuitive, effortless service experiences, like those offered by ChatGPT. However, the complexity of backend systems, a wide range of devices, and limited automation make it difficult to meet these expectations.
-High costs & effort for support content
-High customer expectations for intuitive service
-Complex technology with backend & many devices
As a result, many customers avoid self-service channels and turn to customer support representatives instead. They themselves struggle with high call volumes, limited training and complexity of customer issues. This leads to long wait times, higher interaction costs, and dissatisfied customers, while the potential of self-care remains untapped. Changing the status quo typically requires significant investments, and building customer support from scratch isn’t a viable option. This leaves customer support executives in a dilemma of how to initiate truly significant improvements.
-Customers bypass self-service, overwhelming support teams.
-This leads to long waits, high costs, and unmet self-service potential.
-Significant improvements demand high investment, creating executive uncertainty.
HRAIZN FIBER is a comprehensive library of fiber customer support capabilities – covering all fiber issues that customers may encounter. Instead of creating and managing all customer support content by yourself, it grants you access to preconfigured telco best practices. Using our powerful AI inference engine, every customer support channel can utilize HRAIZN FIBER content to boost KPIs such as Resolution Rates, Average Handling Times, or Recaller Rates. HRAIZN FIBER is ready to deploy, ensuring a go-to-market time of just a few weeks. You deliver intuitive digital experiences to your customers while reducing effort and cost. Transform your customer support in weeks using preconfigured, best-practice telco customer support content.
-HRAIZN FIBER provides ready-to-use fiber support solutions.
-AI-powered best practices boost KPIs and efficiency.
-Fast deployment reduces costs and enhances customer experience.
Enhance efficiency and customer experiences using reliable GenAI features
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