JioAssist-Jio Platforms Ltd
Transforming Customer Support with JioAssist
Problem
- Contact centre agents had to switch between the primary CRM and multiple supporting applications, leading to inefficiencies and inconsistencies in addressing customer complaints
- The absence of a unified interface forced agents to navigate multiple applications, leading to increased handling time and decreased customer satisfaction
- Updates and changes required manual interventions, leading to longer deployment cycles, higher resource utilization, and increased risk of errors.
- Reliance on COTS solutions restricted scalability, customization, and innovation, making it difficult for Jio to address unique operational challenges.
- Manual data entry processes resulted in inaccuracies, delayed resolutions, and inconsistent customer service experiences.
Solution
- Developed JioAssist as a unified interface integrating diagnostic widgets, contextual knowledge management, and automation for trouble-to-resolution (T2R).
- Implemented an intuitive agent desktop with a consolidated view, reducing the need to switch between applications.
- Implemented a fully automated Continuous Integration/Continuous Deployment (CI/CD) pipeline for faster and error-free rollouts.
- Shifted towards open-source technologies (React, Spring Boot, Kubernetes, Kafka) for greater flexibility, scalability, and cost-effectiveness.
- Introduced T2R automation to streamline workflows, reduce human intervention, and ensure data accuracy.
Outcomes
- Reduced response time, improved agent efficiency, and ensured consistency in customer service interactions.
- Shifted towards open-source technologies (React, Spring Boot, Kubernetes, Kafka) for greater flexibility, scalability, and cost-effectiveness.
- Reduced deployment time, minimized human errors, and improved system reliability.
- Improved adaptability, reduced dependency on third-party vendors, and enabled future-ready customization.
- Enhanced operational efficiency, minimized errors, and improved customer service consistency.
SKOCH Award Nominee
Category: Digital Transformation
Sub-Category: Digital Customer Experience
Project: JioAssist
Start Date: 15-10-2021
Organisation: Jio Platforms Ltd
Respondent: Mr Sushil Sharma
https://www.jio.com/platforms/
Level: DX-1
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Case Study
Transforming Customer Support with JioAssist
JioAssist, an innovative solution developed by Jio Platforms Ltd., is a game-changer in modernizing customer support operations. Designed to enhance the efficiency of contact center agents, JioAssist integrates automation, real-time insights, and a unified interface to streamline workflows and improve the overall customer experience. The project addresses multiple challenges faced by Jio’s customer support team, ensuring faster issue resolution, improved agent productivity, and enhanced customer satisfaction.
Problems
Before JioAssist’s implementation, Jio’s contact center faced several operational inefficiencies that affected service quality and response times. The fragmented application landscape required agents to switch between multiple platforms, causing delays and inconsistencies in addressing customer queries. Additionally, high interaction times resulted from the lack of a unified system, making it difficult to provide quick and effective solutions.
Jio’s heavy dependence on Commercial Off-The-Shelf (COTS) products further limited its ability to scale and customize its contact center solutions. The manual deployment process led to longer update cycles and an increased risk of human errors. Moreover, the risk of manual data entry errors resulted in incorrect information processing, causing inefficiencies in customer support operations.
Solutions
To tackle these challenges, Jio developed JioAssist as a one-stop platform that centralizes customer support operations. The unified agent interface eliminates the need for switching between multiple applications, significantly reducing handling times. The automated Trouble-to-Resolution (T2R) process enhances issue resolution by minimizing human intervention and leveraging AI-driven automation.
Jio shifted away from COTS solutions to open-source technologies like React, Spring Boot, Kubernetes, and Kafka, making the system more scalable and cost-effective. To address deployment inefficiencies, Jio implemented a Continuous Integration/Continuous Deployment (CI/CD) pipeline, reducing update cycles and minimizing errors. Furthermore, gamification and UX enhancements improved agent engagement, reducing fatigue and increasing productivity.
Outcomes
JioAssist has delivered remarkable results in improving customer service and operational efficiency. The platform significantly reduced resolution times, ensuring faster and more accurate issue handling. Customer satisfaction scores increased due to seamless and consistent interactions across multiple communication channels. The scalable and high-performance system efficiently handled increasing support volumes without degradation.
Automating business workflows not only reduced manual errors but also ensured process standardization and compliance with best practices. Additionally, JioAssist provided a future-ready foundation, allowing Jio to incorporate AI-driven chatbots, predictive analytics, and machine learning capabilities for further enhancements.
Summary
JioAssist exemplifies digital transformation in customer service, demonstrating how technology-driven automation and strategic innovation can revolutionize operations. By improving efficiency, scalability, and customer satisfaction, JioAssist sets a benchmark for modernized, AI-powered, and user-friendly contact center solutions in the telecom industry.
For more information, please contact:
Mr Sushil Sharma at sushil2.sharma@ril.com
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