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School
Panola College *
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Course
1345
Subject
Information Systems
Date
Feb 20, 2024
Type
docx
Pages
2
Uploaded by DrStar8132
Experiences:
Piloting the first Artificial Intelligence chat agent experience for Verizon
Wireless Sales.
Collaborating with multiple sales teams to dictate a set of canned responses for chat agents to use with the current promotions, deals, and newest releases with Verizon Wireless. S
: In 2017 I was approached by the Operations Leader for Verizon Wireless Sales C2C with an opportunity to be a research analyst for the pilot AI chat program. As one of the leading Sales agents, my knowledge of the products and excellent communication skills with customers stood out to leadership. T
: For this project, I was tasked with reviewing responses from the AI agent in my personal chats and asked to advise changes or corrections that would increase efficiency in the sales chat process. A
: To complete my task, I was instructed to assess AI responses over a 30-day period and record the data and changes needed to be made for the pilot to be successful. I catalogued various responses in a spreadsheet with a column for advised changes, and how those changes would impact the sales flow in a positive manner. R
: After the initial 30 days of research, the pilot was approved and rolled out to all the sales
chat agents. One week after the pilot was launched there was a survey conducted throughout the department to each of the sales agents. The consensus was that our new AI agent not only increased efficiency and flow of the sales process, but also increased customer satisfaction due to lower wait times when in que for an agent. S
: I was asked by the Director of the Verizon Wireless C2C department to become a member of a team of agents dedicated to improving the customer experience as well as sales chat flow. The project was to collaborate with other top sales associates and assist in dictating canned responses that would be useful in obtaining superior customer service ratings as well as aid in hitting sales goals consistently. T
: Our instructions on analyzing the effectiveness of our responses was to use them as often as possible when in a customer chat. A
: We would have a meeting for one hour once a week and review the stats on usage of each of the canned responses. We would evaluate the customer ratings for the highest used responses and find new ways that we could improve those currently in use. We would also add in special promotions as well as sales for the month.
R
: Feedback was positive and encouraging from the sales agents as well as customer satisfaction and sales. Sales agents lowered response times, increased their customer satisfaction survey ratings, and there was also a companywide increase in sales volume.
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