Spark Utilises AI-Powered Plan Recommendations to Enhance Customer Experience

New Zealand’s telecommunications company Spark has launched a new AI-powered program called ‘Made For You Review’ to help customers save money on their mobile and broadband plans. According to the official release, the program uses millions of data points, including a customer’s current plan, usage, and spending, to recommend the best plan for their individual needs.

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Also Read: Spark New Zealand to Launch Satellite-To-Mobile Service With Lynk Global

Savings for Wireless Broadband Customers

Spark said it began sharing Made For You Review recommendations with customers on wireless broadband plans this year and customers who have taken action on the recommendations are saving an average of NZD 15 per month.

Also Read: Spark New Zealand to Invest in Data Centres and 5G Over Three Years

Streamlining Plan Selection

“While we have made improvements to how customers can check their usage and spend history, as well as simplifying how we present our plans, we know it can be difficult to keep track of what’s available in the market. Made For You Review takes out the hard work for customers, helping them assess whether their current services are still right for them,” said Spark New Zealand.

For example, the program might recommend moving to a cheaper broadband plan if a customer is not using all the value allocated, or suggest a larger plan if a customer is regularly using up all their mobile data and paying for overage.

Empowering Front-Line Care Agents

Spark said it will also arm its front-line care agents with customers’ latest Made For You Review recommendations so they can proactively talk to customers about other plans that might better suit their needs from October 4th.