The telecommunications company faced a significant decline in its Net Promoter Score (NPS) over the past two years, leading to overstaffing in their contact centers. The client was tasked with a 15% budget reduction in the contact center, making it imperative to improve efficiency and customer satisfaction without increasing costs.
Low Net Promoter Score (NPS) over the past two years, leading to overstaffing in their contact centers. Tasked with a 15% budget reduction in the contact center
Advantage Communications developed a comprehensive solution that included the deployment of advanced AI and NLU technologies: Agent AI Implementation, NLU-Enabled IVR and Enhanced Messaging and Support.
Reduced Transfer Rates: The transfer rates were reduced by 18%, indicating that customers were able to resolve their issues more effectively within the initial contact, reducing the need for further assistance.
Faced with budget constraints and increasing demand, the airline needed to find ways to Rapidly Increase Self-Service Capabilities while Driving Efficiency
Faced with budget constraints and increasing demand, the airline needed to find ways to rapidly increase self-service capabilities while driving efficiency through their network. To achieve this, they needed to identify key areas where technology and process improvements could provide the greatest impact.
Based on the insights gained from their analysis, ACI developed a detailed road map for the deployment of customer intent into the airline’s digital channels. This road map outlined specific steps and milestones for integrating new self-service functionalities, optimizing existing processes, and ensuring consistency across all touchpoints.
Increased Chat Volume: Interactions handled via chat increased from approximately 15% to 55%.
Enhanced Customer Containment: Customer containment through digital self-service channels rose to 45%.
Operational Efficiency: Improved operational efficiency as a result of reduced call volumes and more effective use of their support staff.
The telecommunications company faced a significant decline in its Net Promoter Score (NPS) over the past two years, leading to overstaffing in their contact centers.
Tasked with a 15% budget reduction in the contact center, making it imperative to improve efficiency and customer satisfaction without increasing costs.
ACI developed a comprehensive solution that included the deployment of advanced AI and NLU technologies: Agent AI Implementation, NLU-Enabled IVR and Enhanced Messaging and Support.
Reduced Transfer Rates by 18% - customers were able to resolve their issues more effectively with FCR.
Increased Customer Containment: by 12%
Cost Savings: The initiative led to annual savings of 22%
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