SFR

SFR is a provider of mobile and fixed-line telecommunication services. It offers post and pre-paid mobile telephony services and mobile multimedia services, such as music, television, video, and games.

XpertRule helps the tech support agent qualify and classify the customer request, answer technical questions about products, and investigate and fix technical issues. A part of this capability was an integration to trigger web services to access technical information about service and network equipment and provide expert conversational guidance for the agent to leverage in live conversations to resolve complex technical queries.