Leading Global Telco Company for 5G Home & Mobile Networks
OVER $67 MILLION ANNUAL COST SAVINGS WITH SOPHIE LIVE BY TECHSEE
An industry-leading global telco facilitates 15 million customer
interactions a year. They needed a better understanding of customer
issues and an effective, repeatable pathway to full resolution without
escalations, repeat conversations, or dispatching on-site technicians.
The Solution
The global telco implemented Sophie Live across their CX ecosystem.
In the first year, Sophie Live assisted 20% of interactions, capturing
images, video, and connectivity scans in real time to visualize and fully
understand the customer’s issues, rather than relying on text and
voice descriptions alone.
The Impact
Sophie Live exceeded expectations by delivering 19% improvement
to successful first call resolution, 14% reduction in on-site
technician visits, and significant financial savings and efficiency gains
across the organization, including a 30% early churn reduction on a
flagship product line.
Saved 1 unnecessary repeat interaction every 5 customers
saving $1.3 million annually.
Eliminated 1 unnecessary technician dispatch every 7 customers
saving $66 million annually.
19%
FCR Improvement
14%
Truck Roll Reduction
30%
First 90-day Churn Reduction
Customer
Survey Score
