Customer Key Facts

• Country : Qatar
• Industry : Telecommunications

Problem Context

Ooredoo is a Qatari multinational telecommunications company headquartered in Doha. Ooredoo has a customer base of more than 100 million and provides mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa, and Southeast Asia. Ooredoo is focused on building its Supernet network to make Qatar one of the best-connected countries in the world.

Ooredoo, being an official telecommunications partner of a global sporting mega-event which took place in the year 2022, anticipated footfall of over one million customers to attend the event and subsequently opted for a unique SIM offering, the “Hayya SIM.” Expecting a surge in call volume, Ooredoo wished to deploy a virtual agent to provide immediate assistance to the global customers in their preferred language with frequently asked questions. The voicebot was to be the first line of support to handle user queries related to Hayya SIM in seven different languages.

The client expected a voicebot that would enable Ooredoo to deflect a high volume of repetitive queries incoming to the contact center while providing a best-in-class customer experience. It would also help Ooredoo to ensure round-the-clock support and ease of convenience for the end customer.