How A1 Telekom Austria Is Using AI to Unlock More Customer Value
Como A1 Telekom Austria está usando ai para desbloquear mais valor do cliente
By collaborating with BCG and BCG X, A1 Telekom Austria—the leading fixed and mobile operator in Austria—revolutionized its customer management approach. This transformation combined the strengths of humans and AI to drive up to a 40% increase in sales conversions for campaigns, resulting in significant revenue uplift.
To enable A1 to better target and provide solutions for its customers, A1 partnered with BCG, focusing on three critical components:
- A strong, scalable, and connected platform
- State-of-the-art advanced analytics to power personalization
- Uma maneira ágil e experimental de trabalhar em todos os canais
Dentro de 16 semanas, a equipe BCG X ajudou A1 a desenvolver uma nova plataforma de análise de dados e de alta precisão e de alto cliente. Juntos, eles treinaram mais de 300 agentes e funcionários da loja para usar a nova ferramenta, que foi implementada nas lojas e no call center, capturando feedback em tempo real sobre as interações. Os modelos de IA agora impulsionam a venda cruzada em escala, com segmentação inteligente e as melhores melhores ações personalizadas a serem usadas para os clientes. Os esforços de transformação da A1 foram até reconhecidos nos prêmios de cultura de experimentação de 2024, com a equipe vencendo o prêmio "O nascimento da cultura da experimentação".Deep Customer Engagement AI by BCG X. Together they’ve trained more than 300 agents and shop employees to use the new tool, which was implemented in both shops and the call center, capturing real-time feedback on interactions. AI models now drive cross-selling at scale, with smart targeting and personalized next-best actions to use for customers.
The project has also inspired meaningful change throughout the company, ensuring that A1 continues to move toward a more curious, experimental culture. A1’s transformation efforts were even recognized at the 2024 Experimentation Culture Awards, with the team winning “the birth of experimentation culture” award.
This AI-powered transformation has strengthened the overall customer experience in a data-driven way, delivering more personalized and relevant interactions.
CONTACT
Tibor Merey, IGNACIO HAFNER e Alfonso abella
40%
Aumento nas conversões de vendas para campanhas || X-A unidade de construção e design técnica do BCG-distrai o presente e cria o futuro construindo produtos, serviços e empresas em negrito e ousados. Transformação digital orientada a dados, fornecendo recomendações personalizadas pelo cliente e gerando crescimento de pipeline. Líder. Resultados
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