SUCCESS STORIES / IT Agility

Resolving billing disputes faster with GenAI

Prodapt's GenAI-led solution resolves billing disputes 70% faster, boosting customer satisfaction and optimizing team efficiency.

Background

In the fast-paced digital world-driven customers want immediate, round-the-clock support across multiple engagement channels. No customer query raises so much dread at service centers as the "billing shock," which relates to the customer reaction to billing cycle change without any warning, incorrect charges & unexplained fees. These issues often lead to customer churn, besides inflating operational costs for service providers.

According to Gartner, 42% of Telcos reported that billing-related customer service inquiries increased operational costs by ~20%.
The American Customer Satisfaction Index shows that billing issues can lower satisfaction scores by ~15 points, with affected customers twice as likely to switch providers within six months.

The Telcom industry is in dire need of solutions to proactively tackle this challenge to build customer loyalty, lower operational costs, and remain competitive.

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30%reduction in billing inquiries.

25% faster dispute resolution.

92% reduction in cost/call.

20% increase in CX.

Client Situation

Our client, a leading communications and entertainment services provider in the US, was overwhelmed by a high volume of customer inquiries stemming from billing disputes. On average, 40% of daily customer inquiries were related to billing issues, with over 19% of these calls requiring clarifications. The inquiry volume underscored the limitations of their existing billing management system. Prolonged resolution times caused by legacy systems impaired operational efficiency and eroded customer trust.

The client approached Prodapt to develop and execute an innovative solution that would streamline their billing processes, make dispute inquiries fewer, and ease the burden on their customer service teams.

Prodapt’s GenAI solution delivers a reliable,
customer-centric path to resolve billing disputes faster.

Diagnosis

Prodapt found out that high dependency on customer service representatives led to long wait times and a high volume of simple inquiries. With no self-serve and limited automation, customer support was highly impeded by its unilateral approach to problem-solving.

Additionally, the existing legacy billing management system was a primary source of billing disputes. This system frequently generated more roaming and rental costs, leading to customer confusion and a high volume of billing inquiries. These inaccuracies stemmed from the system's outdated, limited processing capabilities and lack of integration with newer technologies.

Drawing on our extensive experience in the Telecom industry, Prodapt identified that a deeply technology-powered solution, leveraging Generative AI was necessary to address billing-related challenges and the underlying systemic inefficiencies.

Solving It

Prodapt’s GenAI solution, which evolved out of its AI-at-core platform Synapt to drive operational agility, fast-track software delivery, and enhance CX, was deployed to enhance the client’s billing system and processes. Unlike typical AI implementations, this solution provided a transformative approach by integrating AI-driven automation and real-time analytics directly into the billing workflow.

Gen AI was leveraged to enhance key aspects of the billing process using NLP to analyze customer data,to understand the context and intent behind inquiries. The system provides accurate, personalized, real-time answers, resolving over 70% of issues at the first point of contact through automation.

For more complex cases that require human attention, the solution, equipped with advanced Gen AI algorithms, facilitates intelligent escalation with detailed context and analysis to customer service representatives. Upon escalation of issues, agents were equipped with all the critical information needed for swift resolution, way beyond what legacy systems could offer.

The solution included ‘self-serve’ capabilities with intuitive interfaces for users to manage their billing inquiries independently.

The client achieved a 30% reduction in billing inquiries, easing the workload on customer service teams and improving dispute resolution time by 25%. This resulted in a 20% increase in customer satisfaction, driven by faster resolutions and clear billing communication. Additionally, the automation of tasks reduced the cost per call by 92%.

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