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Salesforce Introduces AI-Powered Billing Support for Communications Service Providers


Salesforce unveiled at Mobile World Congress Barcelona 2024, Billing Inquiry Manager, a new innovation for Communications Cloud. It brings the power of generative AI to communications service providers (CSPs), helping service agents provide personalized, proactive customer support and resolve billing issues faster.

Significance: Billing, pricing, and payment issues top the list of customer complaints in an industry struggling with low customer satisfaction and high customer churn, and where billing discussions are one of the most common customer touchpoints.

What’s new: Salesforce’s Billing Inquiry Manager gives CSP service agents an enhanced view of a customer’s data, including billing information and payment history, along with AI-powered insights that help them resolve customer issues fast and improve customer satisfaction.

Billing Inquiry Manager is built on the Einstein 1 Platform: Salesforce’s trusted customer platform helps organizations safely take advantage of their data to create better customer experiences and enhance employee productivity with AI.

Innovation in action: Service agents can access Billing Inquiry Manager right from the Communications Cloud Service Console, where they can use AI insights from Einstein to reveal key anomalies on a customer’s account, including new charges, changes in network usage, or a declined payment.

Service agents can then tap generative AI to create succinct billing summaries and an analysis of billing trends. With this information, agents can then quickly determine the best next step to take to resolve the customer’s issue, including how they might be able to reduce their bill in the future.

Salesforce perspective: Linda Saunders, Salesforce Director Solutions Engineering Africa, shared insights on Salesforce’s AI innovation for the communications industry:

“The extremely competitive nature of the communications industry makes great customer experiences uniquely important. AI innovations like Billing Inquiry Manager make it possible for service agents to do their jobs better and faster. By enhancing agent productivity and providing better customer experiences with AI, CSPs can gain an edge in the market.”

“We are focused on arming CSPs with AI innovations that will provide tangible, immediate benefits in high-priority areas like increasing efficiency, improving customer satisfaction, and reducing time to serve. And trust is really what makes AI deployable and scalable, making Salesforce uniquely positioned to help CSPs revolutionise their businesses.”


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