In this Technology Reseller News podcast, Doug Green sits down with Sean Casey, SVP of Product Management at CSG, to discuss how AI can help communications service providers (CSPs) overcome one of their most persistent challenges: churn. With competition fierce, CSPs need to prioritize retention over acquisition and realize that keeping customers is just as valuable as enticing new users. According to Casey, many are turning to AI to help support the effort.

We all know that AI tools can power chatbots and other service touchpoints to varying degrees of success. In fact, more than 8 in 10 CSP customers actually prefer to use AI in customer service over speaking with a human representative in at least one channel, according to a recent CSG survey. However, Casey says that’s just the beginning. AI solutions are also helping organizations:

Identify customers at risk of churn before they switch providers.

Engage with customers more meaningfully to improve trust, relationships and issue resolution.

Improve billing processes to boost on-time payments and satisfaction.

Get ahead of changes, disruptions and more to stave off confusion and frustration before it occurs.

Tune in to hear why Casey believes that AI – when applied correctly – is the technology that will define telecoms’ next era, helping CSPs increase lifetime value, grow loyalty and decrease costs while providing customers with the effortless experiences they are looking for.

For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy. To learn more, visit csgi.com.