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Ericsson Reports Zero-Touch Could Portend a New Era in Service Provider Customer Interaction

Ericsson Consumer & IndustryLab Insight report explores the future of customer interactions with telecom service providers. Consumers expect telecom service providers to match leading digital consumer experiences .Telecom service providers can leapfrog to a zero-touch customer experience future, using AI and automation to preempt consumer needs and solve issues with minimal effort

EricssonEricsson Consumer & IndustryLab in its latest Insight report announced the Zero-Touch customer experience – exploring the future of customer interactions with mobile service providers.

Today, smartphone users interact with operators across multiple touch points: from discovering offerings and signing up for services, to requesting support for ending a contract.

The report further highlights the consumers’ current frustrations at their interactions with their mobile service provider which takes on average 2.2 attempts and 4.1 days to successfully complete an interaction. This high customer effort impacts negatively on satisfaction levels.

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Jyoti Gazmer

A Mass Comm. graduate believes strongly in the power of words. A book lover who dreams to own a library some day. An introvert but will become your closest friend if you share mutual feelings about COFFEE. I prefer having more puppies over humans.

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