On Wednesday, it became known that Telenor will carry out a major downsizing. Just over 100 people will lose their jobs, in addition to the company having to cut the use of temporary workers and consultants significantly.
Read also: Telenor closes the customer center in Rørvik – 35 lose their jobs: –
Replaced by artificial intelligence
Now the industry newspaper can Digi tell us a little about the background for this downsizing. Part of the answer is artificial intelligence that makes humans redundant.
– Artificial intelligence is one of several technologies that we use, such as in customer service with our award-winning chatbot Telmi. This will also reduce the need for manual chat, says CEO of Telenor Norway, Birgitte Engebretsen, to Digi.
“Building relationships”
In February conducted The customer service newspaper a test of the chatbots of Telia and Telenor.
In this context, Telenor’s chatbot received rave reviews. In the test, the artificial intelligence is praised for creating a service that not only solves problems, “but also builds relationships”:
“Telenor’s Telmi, on the other hand, took us by storm.
With an opening comment that actually made our tester laugh out loud, Telenor immediately established a high standard.
– Not only was the conversation informative, but it was wrapped in a personal and engaging tone, says our tester.
Particularly noteworthy was the ability to guide the user through the invoice in an interactive way.”
More cost effective
A month and a half later, the message came from Telenor management that around 1 in 5 employees who work with customer service should be helped to find other work.
According to Telenor, the new chatbot is more cost-effective than manual customer service.
– As the country’s largest telecom supplier, I see it as a duty to adopt new technology so that we meet the customers’ needs, the service and the solution they want, customer service manager Eli Henriette Larsen to The customer service newspaper after the test.
2024-04-04 20:57:24
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