Background & Business Need
A flagship telecom operator needed fast, on-demand payment experiences for its customers who have multi-service contracts. Customers needed services on-site but usually ended up not having them because the bills were pending. Another requirement was enabling customers to activate selected channels on TV for a certain period using an easy method. Clearware was tasked with developing an easy-to-use, smooth payment experience.
Challenges
Usability: The system should be user-friendly for non-technical people.
Integration: Overcome limited integration interfaces for internal systems.
UI Extension: Extend more payment features for STB/TV apps.
Security: Avoid data enumeration and ensure GDPR compliance.
KYC Compliance: Provide secure authentication of users in a chatbot environment.
Key Requirements
Business Needs:
Frictionless payment flow across STB/TV apps, messenger chatbots, and payment UIs.
Easy package identification and activation on the current device.
Integration with payment providers, such as ApplePay and GooglePay.
Reliable user authentication.
Non-functional Needs:
User-friendly and secure.
Compatibility with internal/external systems.
Compliance with GDPR and idempotent service activation.
Solution
An intuitive chatbot app was developed based on customer verification with a PIN for added security. The customer had real-time viewing and options for paying for services, activating packages, and contracting services. This was integrated with a unified chatbot by introducing QR-based payments, wallets, and targeted communication.
Key Benefits
Simplified on-demand payments for immediate service activation.
Higher payment rates through wallet integration.
Direct and effective communication with the users.
Outcome
By integrating secure authentication, QR-based payments, and wallet options, the solution improved user experience, increased payment rates, and enhanced customer engagement.
The Result
Today, tens of thousands of subscribers are using the system, and it processes thousands of payments per month. Other added functionalities include outage checks, inquiries about the support center, and service updates, among others.
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