New Ai Chatbot for comparison sites

C-Centric has launched the first-ever AI chatbot designed to facilitate seamless ‘chat led’ broadband switching between comparison and provider site. This has been delivered after close collaboration with Stickee, the tech company specialising in supporting major broadband comparison sites, and Virgin Media, a leading broadband provider

 

Reassurance

With the cost-of-living crisis, consumers are increasingly looking to switch providers for better value deals. However new fibre options, T&Cs, mid contract price rise clauses can lead to uncertainty and ‘choice paralysis’. C-Centric’s solution is designed to address these challenges head-on. The PrediCX Ai chatbot serves as a knowledgeable guide, assisting customers in navigating through their switching anxieties. If they need specific help from the provider or are ready to proceed, the C-Centric ChatBot can seamlessly transfer the customer chat conversation and enquiry data directly over to Virgin Media’s chat agents.

 

Redefining Customer Service

This innovative approach seeks to redefine the concept of customer service within the telecommunications industry. As Simon Perrin of C-Centric explains:

“Whilst every telecommunications company aims to empower customers to self-serve, we recognise the reality of the challenges consumers face. We have harnessed the power of our PrediCX Ai software to create a solution that not only supports customers within the comparison site but also links seamlessly from the comparison BOT direct to the provider’s agents, providing a truly streamlined experience.” We know from recent research that over 75% of consumers are more likely to make a purchase if they could get answers from messaging. This solution provides consumers with a joined-up messaging experience across organisations. Context is maintained and the tedium of repeating information is eliminated.”

 

A Collaborative Effort

The development of this AI chatbot was not without its challenges. It required a collaborative effort from all parties involved, as Craig Mitchell, the commercial lead from Stickee, highlights:

“Integrating such a ground-breaking solution into our brand-new interface required our teams to work hand in hand, ensuring a smooth customer experience.”

 

Personalisation is key

This initiative marks a significant step towards a more customer-friendly experience within the telecommunications industry, a vision shared by Virgin Media. Chris Huggins, Conversational Commerce Lead at Virgin Media, stresses the importance of innovative customer engagement:

“Our focus is to utilise conversational AI and asynchronous chat to provide convenient, efficient, and personalised support to help reassure customers switching providers online.”

 

A Step towards the future

In conclusion, the launch of this AI chatbot marks a significant milestone in the telecommunications industry. It serves as a testament to the power of AI and the benefits it can bring in redefining customer experiences.

C-Centric’s pioneering initiative, supported by Stickee and Virgin Media, offers a glimpse into the future of customer service, a future where technology and human expertise come together to create seamless, streamlined experiences for customers. This is not only a win for customers but also for the telecommunications industry, setting the stage for further innovation and growth.

 

About C-Centric

C-Centric is a data AI company based in London, committed to reengineering customer experiences through application integration, data, and AI.

For Media & Partnership enquiries:

• Name: Simon Perrin
• Title: Conversational Commerce Lead
• Email: simon.perrin@ccentric.co.uk

About Stickee

Stickee is a comparison tech company specialising in supporting major broadband comparison sites, including Go Compare. They utilise their technical expertise to continually enhance customer experiences within the comparison site industry.