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Creating AI-Infused RCS Messaging: Collaboration with Telecom Giant

In a Nutshell

A telecom leader in Japan wanted to upgrade from outdated SMS to a modern messaging system supporting rich media and chat features. Innovature built an RCS-based platform with AI chatbots that personalized conversations, increased engagement, and streamlined operations, driving a 40% rise in customer interaction and delivering rich consumer insights.

 

40%
Rise in customer interaction after switching from outdated SMS to an RCS-based platform with AI chatbots

In a Nutshell.

A telecom leader in Japan wanted to upgrade from outdated SMS to a modern messaging system supporting rich media and chat features. Innovature built an RCS-based platform with AI chatbots that personalized conversations, increased engagement, and streamlined operations, driving a 40% rise in customer interaction and delivering rich consumer insights.

 

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Inside the Opportunity

  1. SMS has become obsolete as it lacks the live chat functionality of instant messaging apps.
  2. Competitors moved to third-party apps like WhatsApp or LINE, our client wanted to retain customer engagement within their ecosystem.
  3. The challenge was to build a future-ready messaging infrastructure that supports multimedia and integrated live chat with AI for faster resolution.
  4. The client required personalized conversations based on real-time sentiment.
  5. The requirement to enable transactional services like bookings and alerts via one interface.

Inside Innovature’s Thinking

  1. Deployed GSMA  RCS-based messaging platform, which enabled rich media support(Images, videos, payment links) replacing outdated SMS and bringing an app-like experience to messaging.
  2. Integrated AI-powered chatbots, which delivered real-time, personalized assistance for tasks ranging from booking flight tickets, shopping and booking reservations- all within the messaging thread.
  3. Chatbots analyzed sentiment and tone to adapt responses, creating emotionally aware and customer-centric conversations.
  4. Collected actionable customer behavior data to power business decisions, targeted campaigns, and deeper user understanding.

Inside the Impact

40%

Increase in customer engagement

100%

Access to rich datasets offering deep insights into consumer behavior and market trends

100%

Streamlined operations through automation

Client Overview

Our client is an industry leader in telecommunication and a premier provider of leading-edge mobile voice, data and multimedia services. They are built on a solid foundation of R&D, and guided by its customer-first philosophy, the company leverages the power of mobile communications to enable customers to enrich their lives. Over 50,000 team members are located across Japan, working in thousands of locations in urban and rural areas.

Problem Statement

Statement As more and more users are shifting to smartphones from traditional mobile devices, SMS has become obsolete as they lack the live chat functionality of instant messaging apps. An RCS-based messaging system that supports various data formats, including pictures, videos, location, stickers, emojis, and a plethora of new features like sending tickets, boarding passes, product delivery alerts, and payment links is a need of the hour.

Our Solution

Innovature implemented a GSMA RCS business messaging system with increased customer engagement using business feature-rich mobile messaging chatbots and Artificial Intelligence (AI). The solution provides omnichannel capability by seamlessly integrating multiple digital channels and retaining data and context for a seamless experience.

By leveraging emotional intelligence, the chatbot can infer customer personality traits and understand sentiment and tone during an interaction to deliver a personalized experience. The messaging system also provided users virtual assistance to book flights, buy clothes, make restaurant reservations, and more.

Client Benefits

We have significantly increased customer engagement by an impressive 40%, resulting in improved brand loyalty and higher conversion rates. Additionally, the client has access to unique and rich datasets that provide valuable insights into consumer behavior and market trends. This enables them to make informed business decisions and gain a competitive edge.

Moreover, we have successfully achieved automation, streamlining their processes and reducing manual workload, thereby increasing operational efficiency. With our comprehensive suite of services, the client could expect enhanced customer engagement, valuable business intelligence, and optimized operations.

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