The challenge that Europ Assistance laid down was to provide their full roadside assistance service 24 hours a day, whilst also improving availability of the service at the busiest times of day.
Goal to reduce waiting time on the phone
They wanted to increase customer satisfaction and improve road safety for those customers by delivering faster interventions. Additionally, the goal of the project was to increase the time and availability for human agents to deal with the more complex or unusual situations that may arise.
Oh and they wanted to reduce costs across the operation.
The Voicebot reduced the average call time by 3 minutes compared to similar calls carried out by human agents, an impressive 4 minutes vs. 7 minutes. The availability of telephone lines supported by the Voicebot was 20% higher compared to lines without the bot present.
Approximately 80% of customers who were assisted by the Voicebot were satisfied with the service. During April 2021, the robot handled 3,092 incoming calls through 3 channels: 38% by people who needed assistance, 17% through their WebApp and 45% by a police officer. Approximately 600, or 36% of the calls were fully self service.
This resulted in a substantial cost reduction.