~83% Accuracy in query recognition
Reduced live agent transfer from 41% to 25%
Improved user experience by reducing unhandled queries from 41% to ~17%
<2 Mins average call duration
Enhancing Customer Experience for a Real Estate Company
The client had an existing virtual agent which had limitations such as high live agent transfers and sub-par customer experience.
Quantiphi identified the following key problems during consultation engagement and implemented the high and medium-priority issues as a part of the resolution in phase 2:
Dialogflow ES
GCP
SignalWire
Python
Data studio
Quantiphi initially provided advisory services to this real estate company which enabled them to identify the issues pertaining to the virtual agent. We shared the results of the evaluation and areas of improvement for the company’s existing Virtual Agent.
Quantiphi recommended the next steps of implementation (prioritized high, medium, and low based on business impact) and concluded to resolve high and medium priority issues.
Implemented the voice bot using Dialogflow ES as per best practices recommended in Phase 1.
Adding 8 -10 variations of training phrases, the right use of entities and respective synonyms, handling custom fallback messages for each negative scenario & optimal use of context and its respective lifespan helped our client to reduce live agent transfers and improved user experience.
Correct use of nested flows during positive/ negative utterances & use of context-based flows helped the solution to scale for future use case enhancements.
Reduced execution time and memory with optimal file structuring and use of helper functions to execute them in different files.
Implemented Google-managed container base images which enabled updating for patches of common vulnerabilities. Using Secret Manager for fetching environment variables on Cloud Run helped us to securely store API keys and passwords.
Developed a virtual agent analytics dashboard to track the performance and improve the efficiency of the bot without compromising the customer experience.