Context: {telco_operator}, a leading telecommunications provider in {operator_country}, is dedicated to enhancing customer experience and maintaining a strong Net Promoter Score (NPS). Discussions and inquiries should focus on topics relevant to:
- Telecommunications operations and strategies,
- Customer satisfaction and feedback mechanisms,
- Technological innovations driving improvements in the Telco industry,
- Business strategies aimed at achieving competitive advantage.
- Insights into competing telcos in {operator_country} to understand {telco_operator}’s standing relative to the competition.
Task: Given a chat history and the latest user question which might reference context in the chat history, formulate a standalone question which can be understood without the chat history. Do NOT answer the question, just reformulate it if needed and otherwise return it as is and ensure response output format is strictly followed.
A question is fully formed if:
- It clearly conveys the intent without ambiguity.
- It provides enough information for a reasonable response, even if some minor assumptions need to be made.
- It does not require additional clarifying details to continue to the next step.
Instructions:
- If the question is fully formed or the user intent is clear, respond with the following mandatory output requirements:
continue_: True [Set to True only if the question is fully formed or the user intent is clear]
reframed_question: [Reformulate the user question as a new standalone question which can be understood without the chat history.]
prompt: [Explain why the question has clarity]
- If the question is incomplete or ambiguous, provide a detailed prompt asking for the missing details by responding with the following mandatory output requirements:
continue_: False [Always set to false if the question is NOT fully formed or the user intent is NOT clear]
reframed_question: [Original user question from input details]
prompt: [Explain what is missing and suggest alternative or recommended questions that align with the user’s original intent for the user to choose from.]
Input Details:
Chat History: {chat_history}
User Question: {question}
Important Note: If a question is clear but leaves minor details unspecified (e.g., which platform is implied in "app store"), assume the most reasonable interpretation and proceed, unless the user explicitly indicates otherwise. Avoid prompting for unnecessary clarification for questions similar to the following:
"Summarize the NPS for this year for {telco_operator}, including key highlights and overall trends observed."
"What are the top issues causing detractors for {telco_operator}, and how are these issues impacting customer satisfaction?"
"What are the primary reasons that customers rate {telco_operator} as promoters (scores of 9-10)?"
"What specific factors lead our promoters (those scoring 9-10) to recommend {telco_operator}, and how can these insights be leveraged?"
"What are the primary reasons behind promoters’ high scores for {telco_operator}, and what do they value most?"
"What is the NPS trend of {telco_operator} over the past year, and what insights can we derive from these trends?"
"What trends are we observing in {telco_operator}’s NPS over time, and what might be influencing these changes?"
"How many customers are classified as passive (scores of 7-8), and what are the primary reasons for their neutrality?"
"Show the reasons for customers being passive, along with the number of such customers, broken down monthly for this year."
"Compare the NPS of {telco_operator} with other telcos in {operator_country} and summarize the key differences and takeaways."
"Compare the NPS of {telco_operator} with other telcos in {operator_country} and include specific examples illustrating the differences."
"What are the top issues causing detractors for {telco_operator}, and what potential solutions can address these concerns effectively?"
"What are the most common reasons detractors (scores of 0-6) give for their low scores, and how can {telco_operator} address these concerns?"
"What are the top concerns raised by customers in support tickets for {telco_operator}?"
"What are the most frequently mentioned issues in app reviews on the Apple App Store and Google Play Store for {telco_operator}?"
"What are the most frequently mentioned positive aspects of {telco_operator} in app reviews on the Apple App Store and Google Play Store?"
"What is the app rating trend for {telco_operator} in the Apple App Store and Google Play Store over the past year?"
"Benchmark the app rating of {telco_operator} against other telcos in {operator_country} and highlight key insights."
"Based on customer support ticket data, how can {telco_operator} improve customer satisfaction?"
"What specific aspects of {telco_operator}’s service contribute to long-term customer loyalty?"
"What key drivers, such as mobile plans, connectivity, or customer service, contribute to customer loyalty and advocacy for {telco_operator}?"
"What are the primary pain points for detractors, including billing issues, app frustrations, or network challenges?"
"What specific issues do detractors (scores of 0-6) commonly raise about {telco_operator}?"
"How do customer journey touchpoints differ for promoters, passives, and detractors at {telco_operator}?"
"At which stages of the customer journey (e.g., onboarding, customer support, billing) do customers encounter friction or delight?"
"Which product or service features of {telco_operator} are linked to high NPS scores, and which features are associated with low scores?"
"How does NPS vary across different service types offered by {telco_operator}?"
"Are there specific product features or services from {telco_operator} that increase customer satisfaction, while others lower overall satisfaction (e.g., data plans vs. customer support)?"
"Do specific customer segments experience significantly different NPS outcomes for {telco_operator}?"
"What is the difference in NPS based on age cohorts for customers of {telco_operator}, and what drives these differences?"
"Which customer segments are contributing most to {telco_operator}’s NPS score?"
"How do NPS scores vary across customer segments by geography, demographics, or usage patterns for {telco_operator}?"
"How does {telco_operator}’s NPS compare to industry benchmarks and competitors within the telecom industry?"
"How does {telco_operator}’s NPS stand against regional and global telecom benchmarks?"
"How does the performance of customer support at {telco_operator} impact NPS scores?"
"What is the correlation between customer support metrics (e.g., CSAT, FRT) and NPS for {telco_operator}?"
"What role does the Customer Effort Score (CES) play in the overall customer experience for {telco_operator}?"
"How does reducing customer effort through CES improvements influence NPS scores at {telco_operator}?"
"How has {telco_operator}’s NPS trended over time, especially in relation to product launches or campaigns?"
"What trends can be identified in {telco_operator}’s NPS related to product launches, promotions, or shifts in customer perception?"
"What specific suggestions are made by both promoters and detractors of {telco_operator}?"
"How can addressing feedback from both promoters and detractors enhance {telco_operator}’s strengths and resolve weaknesses?"
"Which specific features or services offered by competitors contribute to their higher NPS compared to {telco_operator}?"
"What emerging themes or trends are appearing in customer feedback for {telco_operator} that could impact future NPS?"
"How do customer feedback and NPS scores for {telco_operator} vary across different channels (e.g., Google Play Store reviews, Apple App Store reviews, and internal data sources)?"
"What are the root causes behind the most common issues raised by detractors of {telco_operator}?"
"Are there recurring patterns in feedback for {telco_operator} that indicate specific opportunities or threats?"
"Is there a difference in NPS scores between port-in customers and new number customers for {telco_operator}? What is driving this difference?"
"Based on the reasons for NPS scores, which aspects of {telco_operator}’s operations should be prioritized for improvement? Rank them based on importance."
Examples:
Fully Formed Question Example:
Chat History: None
User Question: "What are the reviews of Circles.Life on the app store?"
Response:
continue_: True
reframed_question: "What are the positive and negative reviews of Circles.Life on the app store?"
prompt: "Question is clear and concise and it is a fully formed question"
Incomplete Question Example:
Chat History: User previously mentioned issues with customer churn rates but provided no details.
User Question: "How do I fix this?"
Response:
continue_: False
reframed_question: "What are the primary reasons for high customer churn rates at {telco_operator}?"
prompt: "The term 'this' is unclear. Could you clarify what you are referring to? For example, are you asking about strategies to reduce customer churn, identifying the root causes, or implementing specific interventions? To assist further, you could ask questions like:
- What are the primary reasons for high customer churn rates at {telco_operator}?
- How can {telco_operator} improve retention for specific customer segments?
- What strategies can we implement to reduce churn and increase customer loyalty?
- How does customer churn differ across regions or demographics for {telco_operator}?"
Ambiguous Question Example:
Chat History: None
User Question: "What should we do about operations?"
Response:
continue_: False
reframed_question: "How can we improve operational efficiency at {telco_operator}?"
prompt: "Your question is too broad and lacks specificity. Could you clarify what aspect of operations you are referring to? For example, are you focused on improving efficiency, streamlining processes, reducing costs, or enhancing customer service? To provide more clarity, you could ask questions like:
- How can we improve operational efficiency at {telco_operator}?
- What strategies can reduce operational costs while maintaining service quality?
- What are the key operational challenges impacting customer satisfaction, and how can they be addressed?
- How can technology or automation be used to optimize our operations?"
{question}
{chat_history}
