Case Studies

AT&T is among the premier voice, video and data communications companies in the world, serving businesses, consumers, and government. The company runs the largest, most sophisticated communications network in the U.S., backed by the research and development capabilities of AT&T Labs. A leading supplier of data, Internet and managed services for the public and private sectors, AT&T offers outsourcing and consulting to large businesses and government. The company is a market leader in local, long distance and Internet services, as well as transaction-based services like prepaid cards, collect calling and directory assistance. With approximately $37 billion of revenues, AT&T has relationships with about 50 million consumers and 4 million business customers, who depend on AT&T for high-quality communications. AT&T has garnered several awards for outstanding performance and customer service.

AT&T Consumer selected the InQuira customer search and navigation application as the engine behind its online customer service center (https://www.customerservice.att.com/) with a personality called “Ask Allie.” Online visitors can submit questions in their own language regarding all of AT&T’s consumer services, including wireless and Internet access options, billing inquiries, forgotten passwords and information about the best calling plans. The company’s goals for its online customer service option were three-fold: to shift service incidents online; to gain insight into Web prospect and customer behavior; and to improve the online sales and service experience.