Company: Azercell Telecom LLC, Baku, Azerbaijan
Company Description: The leader of the mobile communication industry,the largest taxpayer and the biggest investor of the non-oil sector of Azerbaijan Azercell was founded in 1996.Over 4.5 million subscribers choose Azercell services;controls 49% of market share;geographical coverage-99.2% (excluding the occupied territories);and population coverage 99.8%.1st 5G pilot network in the country & South Caucasian region
Nomination Category: Company / Organization Categories
Nomination Sub Category: Technical Innovation of the Year - At Organizations With Up to 1,000 Employees
 Nomination Title: “Aicell” virtual assistant
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2022, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 160 words used.
Azercell Telecom LLC - the leader of the mobile communication industry of Azerbaijan.
“Azercell Telecom” LLC was founded in 1996. Guided by its strategic purpose “Easing connectivity, empowering lives” the company has become the choice of more than 5 million subscribers. The market share of Azercell is 49%, while its geographical coverage and population coverage constitute 94,50% and 98.38% respectively. The total number of LTE stations of the leading mobile operator has exceeded 3400 units. Azercell was the first to introduce a number of innovations in Azerbaijan, including GSM technology, advance payment system, mobile internet services, 24/7 Call Center Service (*1111), 7/7 Front Office service, Azercell Express offices, M2M services, 4G technology, mobile and online customer care services and customer services through social media, “ASAN Imza” mobile e-signature service and other solutions, the deployment of 5G technology in trial mode, etc. Azercell launched an enhanced Virtual Assistant service, creating the first Azerbaijani-language bot to respond to customers' inquiries.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 177 words used.
Making an innovation by developing a bot in the Azerbaijani language in the era of artificial intelligence, Azercell continues its activities in the direction of further improving the standard of living of people and enriching the customer experience with the application of new technologies in our country. The leading mobile operator launched an enhanced Virtual Assistant service creating the first Azerbaijani-language bot in the country to respond to customers' inquiries. AIcell, is the first Virtual Assistant Call Center service in Azerbaijan's telecommunications sector. This technological advancement uses artificial intelligence (AI) and is designed to improve customer experience of our subscribers.
By automating routine tasks such as balance inquiries, package activations, and troubleshooting, human agents are freed up to handle more complex issues. Currently, AiCell efficiently manages daily transactions related to mobile internet packages, roaming services, call rates, balance inquiries, and tariff balance services.
AiCell's range of services is expanding to include SimKredit, regional unlimited calls, internet service installation, and internet balance inquiries. The percentage of automation in AiCell's usage is also increasing, enhancing efficiency and user experience.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 239 words used.
AIcell, is the first Virtual Assistant Call Center service in Azerbaijan's telecommunications sector.
Subscribers contacting the Azercell Call Center are now being welcomed by AiCell, a voice bot powered by artificial intelligence. This cutting-edge technology marks a significant advancement in the telecommunications industry, particularly due to its comprehensive support in the Azerbaijani language. AiCell is designed to enhance customer experiences by understanding incoming requests and directing them to the appropriate service category. Depending on the subscriber's needs, it can perform operations or redirect calls to the IVR or a live operator.
It should be noted that voice processing bots are regarded as a technological breakthrough in the telco industry. One of the most important and exciting aspects of this project is that the Voice Assistant is providing full service in Azerbaijani language, bringing a new customer experience.
Introducing a unique service feature like an Azerbaijani-language bot fosters a deeper connection with customers, that values linguistic and cultural identity, enhances brand loyalty and customer satisfaction.
AiCell facilitates immediate service without the need for referral to Contact Center operators, enabling faster processing of subscriber requests. This innovation allows Azercell to handle more requests in a shorter period while saving customers' time.
Implementing advanced AI solutions positions the company as a technological leader in the telecommunications industry, enhancing its brand reputation.
Offering innovative solutions like a highly efficient virtual assistant can improve customer loyalty and attract new customers looking for cutting-edge services.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 6 words used.
all supporting materials have been attached
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