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Telecommunications

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. 

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Challenge

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

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Solution

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.

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Result

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. 

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Airline

Faced with budget constraints and increasing demand, the airline needed to find ways to Rapidly Increase Self-Service Capabilities while Driving Efficiency

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Challenge

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. 

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Solution

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. 

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Result

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.

accent-curve-bottom@2x@2x

Telecommunications

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.

Telecommunications
head

Challenge

Tasked with a 15% budget reduction in the contact center, making it imperative to improve efficiency and customer satisfaction without increasing costs. 

head

Solution

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.

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Result

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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