Telenor Pakistan uses Expertflow’s Hybrid Chat solution that leverages the power of a Chatbot to provide automated service to their customers via Facebook Messenger and the website. The solution is tightly integrated into a Cisco UCCE contact center and works both with English and Urdu languages and characters. It can provide both a fully automated chat via the Chatbot, chat with Agents, or have the Chatbot assist agents in their conversations with customers.
Telenor Pakistan Limited is the second largest cellular and digital services provider in Pakistan, owned by Telenor Group, an international provider of voice, data, content and mobile communication services in 9 markets worldwide in Scandinavia and Asia. Currently, Telenor Pakistan has an estimated total subscriber base of 49 million, with a 26% cellular market share in Pakistan.
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“Telenor Pakistan implemented ExpertFlow’s ChatBot solution across its Facebook and Web chat platforms within six months. Expertflow set up their solution using Telenor’s Knowledge Base and Training Data. The Chatbot has shifted almost 30% of our digital traffic on social and web platforms. Over 200,000 customer conversations have been handled effectively by ChatBot since its launch, which has helped us achieve our digital-first and touch-free operations goal.”