The challenge was around the pressure on call centre teams dealing with simple process driven journeys or FAQ type queries. This meant that they were under pressure when dealing with complex or non-standard requests from customers.
Whilst maintaining all security and legal requirements
The challenge was to take that pressure away, increase the efficiency of transferred calls to reduce time overall and increase accuracy.
Ultimately the goals were to save costs and at the same time provide a better customer experience.
With the advanced automated reporting the solution came with, the success of the voicebot was never in doubt. As the voicebot took over the IVR, the time taken to identify the customer request was reduced by 20 seconds.
Cost savings compared to CS agents of up to 65%
Warm transfers increased by 35% and internal call transfers was reduced by 15%
Impressively, more than 50% of calls were fully automated without any interaction from a human agent.
The featured deployed included