Customer Impact:

This case study addresses the challenges faced by VCK and how they got benefited by implementing NetSfere to save critical time for emergency responses  “an average of 45 minutes per response” which can be the difference between life and death.

Customer Impact:
St. Augustinus hospitals, a leading German healthcare group introduced NetSfere for secure and compliant communication to halt the use of unsecure consumer-grade messaging apps. After rolling out NetSfere’s mobile messaging platform, the hospital group quickly reported achieving better productivity and collaboration between teams and within the entire group of 5,600 colleagues. The hospital group is using this NetSfere broadcast feature to keep employees up to date on information related to the pandemic through its Corona Ticker NetSfere Lifeline channel.

Roping in customers using digital channels

Panasonic, among the leading Consumer Durables and Electronics company, receives plenty of Service queries for Installations/ Repairs on day-to-day basis. And these queries increase manifold during the peak season, creating a bandwidth issue at call centres and resulting in significant waiting time for consumers. Over the years, what they found is that many of the queries were generic in nature and could be addressed through an automated system. The handling process had been well defined through experience starting from an agent taking the basic customer details for booking service request and putting the details in the CRM Systems to raise a ticket. So, Panasonic was looking for a Digital Channel with mass reach, to automate this process to take some load off their Call Centre Team.

In addition, their Marketing team was also looking to add a Digital Communication channel for their consumers covering basis pre-purchase requirements like product catalogues, deals, discounts among other things to assist consumers before they enter a retail outlet.

Integrating WhatsApp to enable 2-way communication between brand and the user

Panasonic explored various options and zeroed in on the one that ensured maximum reach without introducing friction. Something which most customers already have on their mobile device – WhatsApp.

They deployed a chatbot (based on Natural Language algorithms) on WhatsApp which integrated with their backend systems that could provide the right product information, book service requests (Installation/ Repair), locate a nearby store, and take customer feedback. For instance, a customer could easily start a chat with Panasonic to book a Service Request without any intervention from any manual team member. And they have also included a full menu of “Self Help Self Care”, which consumers could use to self-identify an issue and rectify it, if possible, even before raising a ticket in the system. The Service enabled an entire basket of top notch features including ticket Status, Cost of service, NPS. Brand went further to enhance customer experience by sending regular ticket update on as a push message to its customer migrating enhancing from SMS based.

After testing and deploying the chatbot to a segment of customers, the team focused on increasing awareness of Panasonic’s WhatsApp number and its benefits to customers. They used a variety of ways including:
1. Displaying the Panasonic WhatsApp number on their website.
2. Include the WhatsApp number and QR code on all product collaterals and Point of Sales Materials.
3. All brand social media handles display and regularly promote the Panasonic WhatsApp channel.
4. Ensure the outlet representatives apprise customers about connecting with Panasonic via WhatsApp.

All this led to higher customer engagement with Panasonic on WhatsApp. This was further followed by a growth in the number of users engaged, opt-ins and conversions.

“At Panasonic, we are pioneering the use of new technologies for user engagement which are industry-first. Our focus has always been on keeping the customer at the centre and delivering a better customer experience across all touchpoints. So far, we have seen good traction with WhatsApp and expect it to grow even further.”
Ajay Seth, Director Service Operations at Panasonic India

Panasonic accelerates addressing the customer inquiries

The biggest advantage for Panasonic is the speed at which the customer queries about the product and services are now getting addressed. Moreover, within a few quarters of going live with the WhatsApp solution, they have seen an increased adoption of the channel in rural areas. The customers in these regions find it easier to use WhatsApp over other digital channels, and moreover this channel is available 24×7 for customer’s queries. Another advantage of WhatsApp is that consumer data from this channel is authentic, as compared to any other channel, as its directly coming from customers.

On the customer engagement front, the brand registered an improved customer satisfaction score, faster resolution times, and happier customers!

KONTXT Voice Call Screening, Spam and Robocall Blocker features:

FRAUD/SPAM PROTECTION AI-POWERED SCREENING
– Advanced call analysis and voice recognition technology analyzes human vs. machine and notifies you when it detects a potential scammer on the line.
– Automatically accept or decline the call based on our KONTXT Voice call screening analysis.
– Need an extra layer of screening/spam protection? KONTXT Voice has a built-in voice captcha feature that asks the caller to enter a series of random digits in order to connect the call.
– Block unknown callers and stop robocalls for good

PERSONALIZED CALLER EXPERIENCE

– Create a custom greeting and personalized message to play when accepting or declining a call.

SCREEN PHONE CALLS IN REAL-TIME

– KONTXT Voice asks callers to identify themselves before the call is connected.
– Never let a scammer or telemarketer waste your time! You’ll instantly know if it’s a robo call and our live transcription tells you right away if you should pick up the call.
– Screened calls are recorded, transcribed and saved. Never miss an important call or an important robocall. (example: appointment reminders, school alerts, etc.)
– Push notifications to alert every call that has passed or failed screening process
– Reclassify callers to allow or block accordingly.

HOW IT WORKS

KONTXT for VOICE is an AI-backed service that actively blocks fraudulent calls:
– KONTXT for VOICE is deployable for carrier operators as well as for Enterprise VoIP via KONTXT cloud API.
– KONTXT data science has curated a large library of fraudulent caller data including robocalls and human voice spam.
– These samples are used to train our proprietary AI model to predict whether an inbound call is spam or not spam.
– The system continues to learn and adapt based on feedback from users as well as our anti-fraud experts that research latest trends in voice scam ploys.

REALNETWORKS VALUES PRIVACY
– Our priority is to protect you from spammers and bad robocalls while protecting your privacy at every step.
– We will never sell your data or spam you.

This innovative use case makes it possible to generate new revenues in a business association with the MNO and a determined Insurance Company, enabling the MNOs to resell B2B services as well as increase their customer engagement.

When a B2C roamer arrives in a visited country, our BC platform detects the MSISDN in real time through our TGS international signalling probes (3G/4G) and based on our integrations with the CRMs of the partner Operator, we are able to extract a complete profile of the user (name, gender, age, address, etc.). Besides this, our integration with the Insurance Company’s systems allows us to create a quotation based on information collected about the user. Therefore, a SMS will be sent to the user, informing them about the possibility to purchase this personalized travel insurance offer. This SMS also includes a URL which redirects to the Web Portal, where the user interacts to complete the necessary information to contract the travel insurance package. This product may be purchased by credit card or via carrier billing.

Let’s get in depth into the customer lifecycle to better understand how Travel Insurance works:

USE CASE: CUSTOMER LIFECYCLE
Main Players

• Telefonica Global Solutions (TGS) through the Business Connect Platform: a Telefónica managed service solution for the monetization of mobile data, making it possible to handle roaming events.
• MNO
• Insurance company: Main provider of the insurance service.

Detection and Activation (triggered by Roaming Event)

1. Customer travels abroad and mobile phone registers to the international roaming network.
2. Telefónica sends signalling information about the roaming event to the Business Connect
Platform.
3. Business Connect Platform detects that the customer who has just registered to international
mobile network has subscribed to travel insurance service.
4. The platform indexes in a database the MSISDN and the visited network (VPMN) of the customer.

Creation of the personalized offer

5. Based on the MSISDN and VPMN, the platform permits interaction with the CRM of the MNO in
order to extract the user profile (name, gender, age, etc.) in real time.
6. Business Connect Platform notifies the Insurance Company that a particular customer travels
internationally and therefore sends to the insurance company the user profile information in order
to request a personalized quotation.
7. The Insurance company replies with a personalized offer based on the information collected.

Personalized offer presentation

8. The offer is immediately sent to the user by SMS (the platform allows the use of different channels
(RCS, USSD and OTTs).
9. The SMS contains a link to a captive portal, allowing the user to acquire the insurance (all the
personal fields of the user would automatically be populated in the web form by the platform).

Service Payments

10. When the user decides to advance on the process and acquires the insurance, the systems
offers 2 possibilities: payment by credit card or by carrier billing (the solution has integration with
the billing systems of the MNO).
11. After the payment, the user will receive the insurance policy document by email (in the case of
using RCS, the document will be sent using this same channel).
12. Insurance service informs the customer about activated travel insurance.

Service lifecycle management

13. The solution provides a set of databases and logic to manage the lifecycle of the insurance
product (live, cancelation and expiration) and a log of all the activity of the different users.
14. The solution also provides a reporting tool (in real time) with the relevant business metrics
(insurance SMS sent per geography, acquisitions, etc.)

In summary, the solution enables the customer to sign-up and manage the insurance via their mobile phone without any need for paperwork and waiting times.

– Data mining platform handles more than 120 TeraBytes of mobile historical data to improve User profile with more than 1000 featues that is necessary to filter spam messages or calls.
– Management module provides interface that consists statistic data, configuration, data label

2. Campaign plan
– On 2019: Deploy Antispam SMS System that filters spam, fraud sms message in Viet Nam.
– On 2020: Deploy Antispam Call that block unwanted calls. And Deploy Antispam system in Cambodia and Tanzania
– On 2021: Upgrade to manage Brandname Voice and SMS messages. That help advertising service is suitable and gain customer satisfaction.
+ Upgrading Artificial Inteligent model to verify spam subcribers.
+ Expand Antispam system in Peru and Myanmar market

3. Achievement in 2021
– Providing comprehensive solutions to protect more than 100 million customers in 5 countries from spam calls and messages
– Some feedbacks from our customers:
Missing filter rate: < 2% (10% in 2020)
Wrong filter rate: < 1% (1.5 % in 2020)
90.1% customers have not felt annoyed (compare with 85% in 2020)
– 194,254,494 SMS messages spam has been blocked(154,905,215 in 2020)
– 1,789,479 numbers are listed as spammers (323,044 in 2020). 84,702 numbers are blocked (55, 023 in 2020)

4. Outstanding Innovation (compare with other service provider)
– Providing comprehensive solutions to protect users from spam calls and messages. Protecting over 100 million users in 5 countries.
– Big data and machine learning platform allows to process real-time 10.000 messages per second, 120 TB of stored data. It is effective to make decisions on blocking calls or messages automatically in less than 1 second. The platform has been designed for massive scalability.
– Upgrading telecommunications infrastructure to handle real-time call and message signals including with SMSC(Short Message Service Center) and OCS(Online Charging System).
– According to the Ministry of Information and Communications, Viettel is the number one operator in protecting users from spam messages and calls in 2021.

5. Future Works
– Intergrate voice recognition technique to manage real-time spam call
– Implement an virtual assistant mobile application that protect customer device from spam, scam messages and voice
– Upgrade system to filter USSD, MMS messages.
– Our system is going to be launched to other markets of Viettel in foreign countries such as Burundi, Mozambique, Haiti, Laos … Reach number of 120 million protected subscribers. Besides, Antispam is ready to introduce to other international telecomunication service providers.