Descrizione del progetto
Un software di IA basato sui dati per le telecomunicazioni mobili
Gli odierni operatori mobili europei si confrontano con elevati tassi di abbandono dei clienti, ricavi medi unitari inferiori e costi di marketing maggiori per raggiungere nuovi clienti. Numerosi operatori ricorrono a modelli avanzati di previsione dell’abbandono dei clienti, che tuttavia richiedono strumenti specializzati per coinvolgerne in modo efficiente milioni e aumentare la soddisfazione e la fedeltà degli stessi. Il progetto WAI, finanziato dall’UE, sta sostenendo l’azienda svedese Wiraya Solutions nello sviluppo di economici software gestiti che orchestrino e forniscano comunicazioni personalizzate, consentendo di dialogare con ampie basi di clienti attraverso una combinazione di voce e testo per simulare la comunicazione umana. Il nuovo software di IA basato sui dati sarà in grado di apprendere e adattare le tempistiche e le modalità di comunicazione con ogni individuo, fornendo ai clienti servizi di supporto maggiori attraverso un dispositivo mobile.
Obiettivo
European mobile telecom operators struggle with low customer satisfaction and loyalty in highly competitive markets resulting in high churn (an average mobile operator churn of 14% means that an operator with 5m customers loses 700,000 customers each year), lower ARPU and a high marketing spend to win new customers. Many operators use advanced churn prediction models today but have not yet found an effective way to leverage on this knowledge at large scale. They now demand tools to efficiently engage with millions of customers on a personal level and thereby increase customer satisfaction and loyalty.
Our managed software cost-efficiently orchestrates and delivers personalized communication enabling dialogues with large customer bases using a blend of voice and text to mimic a human communication. Today, we optimize the communication manually based on our team’s experience, but will now take our product to be automatically data-driven utilizing AI (WAI). Based on previous and real-time interactions WAI learns and adapts what, when and how to communicate with each individual, helping customers to change price plan, order new handset, renew service or get support through a mobile device. Initial tests prove five times higher conversion, and optimize customer lifetime value at a scale that is not possible manually.
Wiraya was established in 2008, employs 40 in Stockholm (HQ) and London, and revenue grew by 83% to €3m in 2016. We have worked with Northern Europe’s largest telecom operators for years, and presented WAI to their top management with very positive response, resulting in LoI:s with 3 leading test partner operators. We have a window of opportunity to gain market shares ahead of competition, and will in 2022 have +€45m in revenue and employ +150 people. Our cutting-edge AI technology and expertise is transferable across EU and strengthens EU’s innovation climate and global AI competitiveness, not only within telecom, but also within other verticals.
Campo scientifico
Programma(i)
Invito a presentare proposte
Vedi altri progetti per questo bandoBando secondario
H2020-SMEINST-2-2016-2017
Meccanismo di finanziamento
SME-2 - SME instrument phase 2Coordinatore
114 35 STOCKHOLM
Svezia
L’organizzazione si è definita una PMI (piccola e media impresa) al momento della firma dell’accordo di sovvenzione.