Company: MetTel
Nomination Submitted by: Axicom
Company Description: MetTel is a leader in communications and digital transformation (DX) solutions for enterprise customers. By converging all communications over a proprietary network, MetTel gives enterprises one, unified view and control point for all their communications and advanced network services. MetTel’s comprehensive portfolio of solutions improves productivity, reduces costs, and simplifies operations.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Telecommunications Industries
 Nomination Title: AI Engine
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
Written answers to questions.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 108 words used.
MetTel is a leader in communications and digital transformation solutions for enterprise customers. As a three-time Gartner Magic Quadrant leader for Managed Network Services, MetTel gives enterprises a unified view and control point for all customers’ communications and advanced network services. MetTel’s comprehensive portfolio of solutions can boost enterprise productivity, reduce costs, and simplify operations.
In 2022, MetTel was named for the third consecutive year as a Gartner Magic Quadrant leader in Managed Network Services, digitally transformed JC Penney’s stores legacy telephone service using MetTel’s POTS Transformation solution and formed a partnership with Microsoft, offering customers the capability to call anywhere globally through Microsoft Connect for Microsoft Teams.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 237 words used.
MetTel created an Artificial Intelligence engine that can read the Natural Language of inbound client emails and can identify the topic and purpose of an email and initiate a ticket.
This AI engine is designed to teach itself how to evolve, learn and improve. If the ticket submitted can’t be solved by the AI engine, it is sent to a human to resolve while the AI engine observes how the problem was solved. The AI engine explains ‘this is how I solve this problem’ and moving forward it will automatically know how to tag and solve that specific problem when an email comes through with a similaissue, freeing up staff to focus on more critical issues.
On average, front-line staff spend 10 to 15 minutes per email when they:
- have to open a new ticket, including reading the email
- to opening the ticket
- to responding.
From a recent 30-day performance, MetTel received 22,350 emails into its Dedicated Care email boxes. The engine had enough information for 78% of the emails to present a confident “Tag,” categorization as Repair, New Order, Change Order, Billing, or Other. Of the emails tagged by the AI engine, we can confidently say overall the prediction was 84% correct but in the case of the repair topic it was 94% correct.
By automating a manual process, MetTel has improved operational efficiencies, provided better service for our customers and increased client satisfaction.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 126 words used.
From November 2022 through the end of the year, the AI engine went live in “Shadow Mode,” which enables our team to see the AI engine’s tagging and ticket creation process and accuracy for opening a ticket. This phase is expanding as we build confidence in the engine’s abilities and accuracy and adaptability (making adjustments as needed). We are working towards a Phase 2 deployment that would allow us to post the email as a note and add the person who sent us the email as a subscriber with a narrative around status of the ticket and expectation of the next message. This way we can keep the person from having to review/interact with the email and allow our ticket and messaging engine to handle.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
| Attachments/Videos/Links: |
|---|
|
