### Bouygues Telecom Unveils AI Customer Service Assistant

French operator **Bouygues Telecom** has launched an innovative **AI assistant** to enhance customer service. Developed in collaboration with **Google Cloud** using **generative AI**, this **conversational agent** is designed to assist customers in selecting the best **service plans**, **smartphones**, and **payment options** directly on the operator's website.

French operator Bouygues Telecom has launched a new AI assistant for customer service. Developed with Google Cloud using generative AI, the conversational agent can help customers choose a service plan, smartphone and payment plan on the operator's website.  

Discover Bouygues Telecom's Revolutionary AI Customer Service Agent Powered by Google Cloud

Do you know the **root causes of your CX pain points**? This blog outlines **seven key challenges** brands currently face and how to gain insight into improving **customer experiences**.

![Foundever Success Program](https://foundever.com/wp-content/uploads/2024/09/Mastering-key-CX-Challenges-of-2024-with-the-Foundever-Success-Program.jpg)

The world of **customer experience** is fast evolving: CX operations must deal with **digitalization**, **multichannel experience**, and **big data**. Navigating this landscape can feel daunting. As brands strive to enhance their CX strategies, understanding the challenges that lie ahead is crucial. This blog highlights the **seven key challenges of 2024**, outlines real-world examples of how the **Foundever® Success Program** works to pinpoint client pain points, and ultimately improve **customer satisfaction**.

#### The Importance of Transformation
Today, transforming the customer experience has become a **top priority** for organizations. They understand that adopting a **data-driven approach** is essential to stay competitive and meet evolving customer expectations.

However, many companies struggle to identify where to start, assess their current position, and determine where to focus their efforts. This is where **structured guidance** can make a difference. A consultative approach, grounded in real-world data, allows businesses to discover and build their **transformational roadmap**. Leveraging insights from various clients helps pinpoint what truly matters in enhancing CX.

#### 7 Key Challenges of Customer Experience
1. **Identifying the customer:** Effective customer identification is essential for reducing effort and enhancing service from the very first interaction.
2. **Mastering knowledge and data:** Organizations must integrate and streamline their abundant data to improve agent performance and operational efficiency while maintaining a human touch in customer interactions.
3. **Creating an ongoing relationship:** Building lasting customer relationships requires seamless, multichannel interactions that provide feedback and minimize agent switches during resolutions.
4. **Leveraging the potential of GenAI:** Successfully utilizing generative AI in customer service involves balancing its advantages with necessary training and risk management to enhance efficiency and customer satisfaction.
5. **Integrating immersion into customer service operations:** To meet evolving customer expectations, businesses should explore immersive technologies, like **augmented reality**, beyond traditional channels to enrich customer interactions.
6. **Creating dynamic employee engagement:** Cultivating an environment of collaboration and continuous improvement boosts employee engagement, which in turn enhances customer connections and drives brand success.
7. **Generating value with customer service operations:** Transforming the perception of customer service operations from a cost center to a key driver of purchasing decisions can enhance efficiency and positively impact customer experiences.

#### Key Components of the Success Program 
To effectively navigate the challenges of CX, organizations can benefit from a comprehensive program that combines **data analysis**, **client feedback**, and **industry benchmarks**. That’s where the **Success Program** comes in — it spotlights one recurrent issue: Despite customer experience technologies becoming increasingly well-adopted, these very same technologies are often inappropriately applied.

The Success Program involves collaboration among various teams to gather insights that inform strategic conversations with clients. It offers a reliable and in-depth diagnosis, insightful industry benchmarks, and a Voice of the Employee survey that all help you on your way to growth, revenue, and retention through superior customer service.

#### How the Foundever® Success Program Turns Insights into Real-World Applications
Through measuring and analyzing client analytics, the Foundever Success Program team was able to provide clients:
- **Invaluable insight into training time metrics:** A European fintech company’s training time was 40% shorter than the market average but, within the same time frame, their ramp-up time was 30% higher than that of the market.
- **Detections of typologies in billing:** The team delivered a U.S. telecommunications operator the conclusion that a very high percentage of call typologies related to billing could be handled directly through the IVR.
- **Discoveries of cost overruns:** The team highlighted for a major French service company that their handled level was over-objectified compared to the sector reference, resulting in a 7% cost overrun.
- **Integration gaps in systems:** A global leader in entertainment’s AHT was 2X higher than the industry average due to the lack of integration between their CRM and ERP systems.
- **Improvements to online experience:** A small household appliance manufacturer had FAQs that were not supported by any visual elements, which didn’t help the customer with simple problems.

#### Gaining Insight into Your Success Metrics is Key
With the right strategies in place, businesses can turn customer service operations into a pivotal force for growth, ultimately leading to improved satisfaction and loyalty. Connect with industry experts, share experiences, and stay informed about the evolving landscape of customer experience by diving deeper into the [7 CX challenges of 2024](https://208.87.240.203/the-7-customer-experience-challenges-of-2024?__cpo=aHR0cHM6Ly9yZXNvdXJjZXMuZm91bmRldmVyLmNvbQ) and connecting with the Foundever Success Program.

Discover the 7 key challenges brands currently face and how to gain insight into improving customer experiences.

Unlocking Customer Experience: Overcoming 7 Key Challenges with Foundever®

### An Unexpected Reunion
A **Delta Air Lines** passenger had a rather uncomfortable experience during a phone call with a customer service agent, only to realize they were both ex-partners. The passenger shared this bizarre incident on **Reddit**, describing the conversation as both **“really weird”** and slightly tense.

### The Call
The user, going by the name **JaceX**, had requested a callback from Delta to resolve a ticketing issue. Upon answering the call, he immediately recognized the **familiar voice** on the other end. The conversation took a turn when she sarcastically remarked, **“Wow, First Class with the wife and baby, huh? Pretty fancy.”**

### The Tension
The passenger noted they didn’t engage in a long catch-up and sensed a hint of **jealousy** in her tone. After a brief and awkward moment of realization, she admitted she couldn't assist him with his issue, prompting him to quickly end the conversation, leaving his wife confused about the situation.

### Social Media Reactions
Commentators on Reddit had a field day with JaceX's awkward encounter. Some joked about him possibly being at the **bottom of upgrade lists** for years to come, while another asked if he gave her a **5-star rating** in the follow-up survey. JaceX humorously replied, **“Nope. She didn’t resolve my issue.”**

### A Different Experience
While JaceX's experience was less than stellar, it’s worth noting that not all interactions with Delta's customer service are negative. Another Reddit user recently shared how they received a **free upgrade to First Class** simply by being polite to the agent, who thanked them for being the nicest person they had talked to that day. Now that’s what you call **great service!**

A Delta Air Lines passenger endured a rather uncomfortable phone call with a customer service agent after they both realized they were talking to their ex-partner. The passenger recounted the “really weird” and slightly tense conversation in a post on social media site Reddit after being dumbfounded at how seemingly impossible it could be to…

Awkward Encounter: Delta Passenger Talks to Ex on Customer Service Call!

# Ricky Kej's Outrage Over Air India's Customer Service Issues

![Ricky Kej criticises Air India for his poor customer service](https://images.indianexpress.com/2024/09/Ricky-Kej-Air-India.jpg?w=640)

**Ricky Kej**, the Grammy-winning musician, has recently raised serious concerns regarding **Air India's customer service** following two frustrating incidents during his travels. On September 14, while flying from **Delhi to Bengaluru**, and again on September 20, from **Mumbai to San Francisco**, Kej took to social media to express his dissatisfaction.

## Incident 1: The Extra Baggage Hassle

During his first flight, Kej faced trouble at the check-in counter when the ground staff refused to accept **UPI payments** for his extra baggage, leading to a **50-minute delay**. He mentioned four staff members—**Devika, Ravi Kumar, Mukeeta,** and **Neha**—who were unhelpful in resolving the issue. 

> “They told me I need to go to a counter which was quite a walk away just to pay,” Kej explained. Despite his request for a **wireless payment machine** at the check-in counter, the staff remained uncooperative. After much insistence, the staff finally agreed to accept his payment, but only after significant delays.

## Incident 2: Lack of Attention Onboard

On his flight from **Mumbai to San Francisco**, Kej observed that the **flight attendants** were inattentive and did not respond to a passenger's repeated calls for service. He described this as a sign of **complete apathy** from the airline's staff, stating that the issue might be systemic and take years to rectify.

> “All 3 flight attendants did not care about passengers,” he noted, highlighting the lack of professionalism displayed by the staff.

## Air India's Response

Kej stated he would continue flying with Air India unless major safety issues arose. Following the backlash on social media, **Air India** publicly apologized to him and promised to investigate the matter thoroughly:

> “Dear Sir, we sincerely regret the inconvenience experienced during your travel. We are thoroughly investigating the issue and will take appropriate action.”

Kej's previous criticisms of Air India included complaints about being downgraded from **business to economy class** without explanation, showing a pattern of customer service issues that he believes need urgent attention.

Ricky Kej shared that the ground staff at the check-in counter refused to accept UPI for his extra baggage, making him wait 50 minutes.

Ricky Kej's Shocking Experience with Air India: A Call for Better Customer Service

Today, **AI technology** is not just a buzzword; it’s a game-changer in the fields of **sales and customer service**. Let's explore the transformative impact of AI on these sectors:

## How AI is changing sales and customer service

### 1. Faster responses to sales and customer service emails
**Automation** is becoming central to operations. Teams can deploy AI to detect unanswered emails, ensuring quicker responses, which translates to **more sales** and **happier customers**.

### 2. Researching prospects and customers
AI simplifies and accelerates the research process. Sales teams can utilize tools like **ChatGPT** to craft personalized outreach messages, significantly enhancing response rates and closing deals.

### 3. Writing and editing emails or messages
While relying entirely on AI isn't advisable due to issues like **AI hallucinations**, it can assist in overcoming writer’s block. Sales reps can draft emails quickly and refine them for a more professional tone, saving valuable time.

### 4. Forecasting
AI tools integrated into **CRM systems** can analyze sales pipelines, identify customer behavior patterns, and predict lead conversions. This allows teams to focus on high-potential customers, improving conversion rates.

### 5. Boosting autonomy and morale
AI empowers customer service reps by providing real-time suggestions and support, leading to quicker resolutions and increased confidence. This autonomy enhances **employee morale** and efficiency.

## Incorporate AI tools into your business
As a decision-maker, embracing AI's potential is crucial for success in sales and customer service. It’s time to **adapt your strategies** and integrate these powerful tools into your operations.

**About the Author**  
*Jayson DeMers is the founder and CEO of EmailAnalytics, an email visualization tool that helps improve email response times. He also leads OutreachBloom, a B2B email outreach agency, and has contributed to major publications like Forbes and Inc.*

Sales and customer service teams are usually in a good position to be early adopters of ​new tech. Here are ways AI is changing sales and customer service.

Discover Bouygues Telecom's Revolutionary AI Customer Service Agent Powered by Google Cloud

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Bouygues Telecom Unveils AI Customer Service Assistant

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