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What do customers do when they don’t understand their bill or when they are billed far more
than they’d expected? They’re going to call their operator and ask for help.

Billing issues are one of the biggest causes of customer inquiries and dealing with these
inquiries takes a lot of resources and costs a lot of money. In fact, as Telecom Argentina’s Mariela
Fiorenzo explains, making just one customer support call can render a customer unprofitable for the month (and maybe even the next one!).

As service providers rapidly adopt AI to transform their operations and customer interactions, Calvi looks at the benefits they can derive from applying the technology to their bills and billing data. In the billing domain, generative AI offers a range of efficiency and customer experience enhancements. Let’s look at four of these.

Billing and invoice processing are burdensome and complex tasks for both the service provider and the customer. But AI promises to change all that – streamlining processes, lowering operational costs, and creating new value from data-driven insights. Here’s how.

Laura Broers looks at the difference between smarter dunning and softer dunning and explains how CSPs utilize both techniques to manage financially-distressed customers.

In a co-creation world, customer centricity is key to designing products and services that precisely meet customer needs. But what if all this positive energy results in an incomprehensible and frustrating bill experience?  

In this blog, guest author Teresa Cottam, Chief Analyst at Omnisperience, looks at the potential for co-creation of value – the result of collaborative innovation where ideas are shared and improved together with partners and customers - as well as the importance of having the right infrastructure to successfully monetise the opportunities presented.