Artificial intelligence brings us closer to our customers
Swisscom develops services in the field of artificial intelligence for its corporate customers. The solutions are individualised – just like the “Sonar” software used to aggregate and evaluate customer feedback. Swisscom Channel Management is using it to improve interaction with customers.
How do you successfully identify your customers’ moods quickly, exhaustively and precisely? Previously this process was time-consuming to organise: customer feedback and opinions can turn up on innumerable communication channels – such as Facebook and forums, as well as on resources only accessed internally, such as customer chat logs, call centres or emails.
Sonar gathers customer feedback on defined topics – such as new inOne products – available on all external and internal channels. Artificial intelligence is used to automatically identify the mood that characterises a statement, using it to generate insights and visualise the results. Highly sophisticated algorithms allow the AI system to understand the meaning of texts.
> Sector: Telecommunications
> Location: Berne
> Customers: Residential customers,
SME, enterprise customers
> Employees: 200
> Ambition: To create the best customer
experience – online, offline and at
Head of Channel Management Swisscom
Artificial intelligence from Sonar …
We are pleased with the solution because …
Our customers benefit from Sonar because…
My advertising slogan for Sonar reads:
«Artificial intelligence is the solution if companies are to act intelligently in the future too.»
Dr. Michael Baeriswyl
Head of Digital Enterprise Solutions at Swisscom Enterprise Customers