A Case Study in Efficiency and Satisfaction
In a bid to revolutionise customer service, our client sought to harness the power of Gen AI to address several key objectives: handling customer complaints more efficiently, reducing resolution times, cutting down on the escalating cost of service provision, and bolstering the uptake of self-service platforms, which had been languishing.
Central to this initiative was a strategic overhaul of existing communication channels. New, bespoke social media avenues were launched, complemented by enhancements to self-service capabilities.
Gen AI played a pivotal role in expediting case resolutions by furnishing customers with accurate information, be it concerning order statuses or product particulars. Furthermore, through the application of sentiment analytics, customer interactions were comprehensively analysed, enabling automated identification and resolution of intents. Real-time monitoring of customer engagement metrics was also facilitated, affording our client valuable insights into customer satisfaction levels.
By seamlessly integrating with CRM and backend systems, the Gen AI model received contextual data on customer interactions, thereby guiding the determination of the most appropriate course of action based on behavioural patterns. The entire transformation process was underpinned by stringent data governance protocols, ensuring alignment between business objectives and IT capabilities.
The net result was a twofold increase in the utilisation of self-service channels, accompanied by a notable 30%-40% reduction in the cost-of-service provision. Additionally, there was a substantial decrease of 25%-30% in case volumes within assisted channels, leading to an overall enhancement in both employee and customer experiences.
Benefits Realised
- 6 minutes saved per case.
- 60% first contact resolution rate.
- 20%-25% agent hours saved monthly through reduction of cases in the assisted channels.
- 30%-40% reduction in cost-to-serve.
Key Takeaways
We assisted the client in moving ahead of their competitors by leveraging Gen AI for next-generation conversational customer service. This involved re-evaluating every customer touchpoint, both digital and assisted, to identify opportunities for enhancing the experience and improving efficiency.
- Thoroughly reassess all avenues of customer engagement, encompassing both online platforms and face-to-face interactions, to pinpoint areas for improvement and streamline processes.
- Elevate each interaction with customers to forge stronger connections, nurture loyalty, and enhance long-term value.
- Introduce artificial intelligence and a comprehensive suite of technology solutions to deliver a more proactive and tailored service experience, benefiting both self-service options and decision-making for customers and staff.
- Embrace flexible and collaborative strategies to drive change, involving experts from diverse business sectors and support departments within the organisation.
- Completely reimagine all touchpoints of customer interaction, whether online or offline, with the aim of enriching the experience and improving operational efficiency.
A comprehensive overhaul of customer interactions with innovative, AI-driven solutions can enhance customer satisfaction, reduce expenses, and increase revenue, enabling businesses to maximise long-term value from their customers.