How Home Telecom Is Using AI to Improve Customer Care
Home Telecom has been supporting customers for over 15 years, but that doesn’t mean we’re stuck in our ways. As technology evolves, so do we – and that’s why we’ve introduced AI-powered tools to help improve how we keep in touch with our customers.
Our focus is simple: use the latest technology to make customer care clearer, quicker, and more convenient, while still keeping our friendly, human support at the heart of what we do.
Using AI to Keep Customers Better Informed
One of the biggest frustrations customers face is not knowing what’s happening or what they need to do next. AI helps us solve that by keeping customers informed at the right time, with the right information.
We now use AI to notify customers about:
- Contracts coming to an end, so there are no surprises
- Upcoming engineer appointments, including reminders
- The option to rebook an engineer slot if the time no longer works
- Network outages in their area, as soon as we’re aware
- Outstanding support queries where we’re waiting for customer action
These updates help customers stay in control without needing to chase us.
Improving Customer Care, Not Replacing It
AI at Home Telecom isn’t about removing people from the process. It’s about supporting our teams and improving the customer experience.
By automating routine notifications and reminders, our customer care teams can:
- Communicate more clearly and consistently
- Reduce missed appointments and delays
- Resolve issues faster
- Improve the overall customer journey
It’s another way we’re investing in smarter systems to support the high standards our customers expect.
Established, But Always Evolving
With over 40,000 customers and an Excellent Trustpilot rating, Home Telecom has grown by listening to customers and adapting to their needs.
Introducing AI is part of that ongoing commitment. We’re proud of our 15-year history, but we’re just as focused on the future – using modern technology to deliver better service every day.
