The challenge Our client, a leading general insurance firm, faced a number of these obstacles. The overall customer experience and the productivity of their agents was affected by inefficiencies throughout the company’s contact center.
What our client needed
Our client needed a solution that could improve their contact center’s efficiency, reducing the wasted hours of agent time and the wait times for customers. Ultimately, this problem required an automated process that could identify the intent of callers and provide a voice response to the simpler queries, freeing up agents to tackle the complex queries that needed their attention. Our design and technology expertise made us an ideal partner in creating better digital value for the client’s 20m customers and making the most of their 19bn data points.
The contact center – which accounted for over 20 thousand hours of agent time each day and nearly 35 million conversations a year – was being slowed by a large number of requests and limited agent time. Agent time was being wasted handling queries that were sent to the wrong department, leading to longer wait times for customers. The company’s security authentication process also took a significant amount of time to complete.
The client needed automation to unlock the next level of efficiency in their business.
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