The Spice.ai product from Telekom Malaysia Research and Development (TMR7D) is an integrated AI-driven customer experience platform designed to enhance customer interactions and improve the efficiency of telecommunications service providers. The platform helps telcos reduce customer complaints, boost frontliner productivity, and increase the use of digital channels. It features self-troubleshooting tools, comprehensive reporting capabilities, and efficient customer call handling. Spice.ai offers a single dashboard that provides a holistic view of customer profiles, billing and order history, interaction insights, and an AI-powered "Next Best Action" feature. This helps in accurately identifying and diagnosing customer issues, advising on solutions, and automating ticket creation and escalation processes. The platform includes various modules such as Spice.profile, Spice.offering, Spice.bill, Spice.mobile, Spice.fulfillment, Spice.IR, Spice.CPE, and Spice.advisory, each focusing on different aspects of customer experience management (TM R&D) (Spice AI) (TM R&D).
Spice.ai integrates multiple modules into a single platform, providing a comprehensive view of customer profiles, billing, order history, and interactions. This holistic approach enables more effective customer service and support.
The platform leverages AI to offer "Next Best Action" recommendations, helping customer service agents quickly identify and resolve issues. This improves the accuracy and efficiency of customer interactions.
Spice.ai includes self-troubleshooting tools that allow customers to resolve issues independently, reducing the load on customer service agents and improving overall customer satisfaction.
The platform provides detailed reporting and analytics, offering insights into customer interactions and service performance. These insights help telcos identify trends, predict issues, and make data-driven decisions to enhance service quality
By supporting digital channels effectively, Spice.ai encourages customers to use self-service options and digital communication tools, which can streamline support processes and reduce reliance on traditional call centers