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CX Outcome Story
Nation’s Largest Industrial Staffing Firm Uncovers a $34M Inefficiency, Closing Unknown Service Gap
Outcome Powered By:
Vertical
Service Provider
AI Solution Type
Conversional AI
Outcome
Using AI-based technologies to understand agent and organizational performance, they are creating new training programs, and Improving quality of agents zes support all while surpassing expectations in user satisfaction and efficiency
Challenge
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Improve Efficiency: The company needed a way to analyze 4 million voice conversations their coordinators have per year & use those insights to enhance agent performance & improve customer experience.
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Limited Feedback: Analysts were only reviewing just 2-4 calls per agent per month, using subjective scoring and lengthy, multipage QA forms.
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Hidden Gaps: The company wanted to extract insights at scale to better understand areas of improvement.
Solution Process
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Automating HR: The company's initial internal solution for automating HR inquiries proved ineffective, leading them to explore external conversational AI platforms for a more user-friendly virtual assistant.
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Fast Track to Efficiency: The full bots development lifecycle management capabilities and a no-code platform minimized the learning curve aiding quick deployment.
Solution Details
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The energy major adopted a no-code platform to develop an HR support virtual assistant. It hosts 100+ FAQs and also covers 50+ dialog flows that address several ways in which a conversation between the user and the bot can flow.
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The solution offers 24/7 access through integration with popular web portals and Microsoft Teams channels allowing employees the ability to access anywhere