Before we could get going on the big one, we needed to make sure the call centre agents were properly enabled to solve customer queries. So we built an assisted service platform that intelligently integrates with various back-end systems to deliver a User Interface that helps agents solve queries in less time. But the real magic would ultimately happen in the palm of the end user’s hand.
Radically simplified self-service
DStv wanted to give their customers a top-tier self-service option to go with its top-tier service offering. So they approached us to help them radically simplify their self-service game. Launched in 2019, the WhatsApp Intelligent Assistant allows customers to perform everyday functions on SA’s most popular social app. The intelligent assistant can clear decoder errors, manage accounts, and solve problems that previously required a phone call or physical presence in-store.
Executive Head of Group Digital Enablement
By harnessing the NLU capabilities of Helm Helm Engine™, DStv Assist can understand what users are saying and even proactively learn their behaviours, like when they tend to change packages and when they’re going on holiday.
Real data, real time
The vision and strategy were based on the most common customer queries. DStv Self-Service can now upgrade and pay accounts, check balances, manage holiday viewing, rent BoxOffice movies and check the TV guide. Using DStv’s API as a single source of truth, Helm Engine™ is a hub of centralised intelligence. With all that data waiting to be used, the key it to understand what the user is saying and respond in seconds.
Average monthly users
Unique users since launch
DStv's best-performing self-service channel