Solution

Quantiphi built multiple solutions for the client to address user-specific questions across a range of platforms. One of the key solutions is the Roadside IVA, a voice solution integrated with the AVAYA AEP Contact Center platform and Swoop, that allows the users to seamlessly open new requests and check on their status. The users receive customized experiences based on their service provider and service type, and the IVA collects and sends the details to live agents to reduce workloads. We also developed a chat solution integrated with the ConvergeOne conversation platform for the users who want to open, modify, and check the opened requests and status through chat.

A solution was specifically built for the service providers to update active job status and receive a callback in case of further assistance.

A unique flow was developed for users calling into the agent using their connected vehicle, i.e., dialing in from the vehicle. The solution covers three use cases: SOS (the occupants need help), Roadside Assistance, and Concierge. In each of these cases, the virtual agent can appropriately ask to cancel their request, transfer to an agent or raise an emergency request.

Connected Vehicle Survey flow was developed to route all the CV customers to a survey (if agreed by the customer) before ending the call.

The Virtual Agent was introduced on the chat channel to automate processes like canceling service, updating ETA, going on arrival, and updating equipment for their service providers.

In order to provide a seamless user experience to customers, Quantiphi developed a deployment plan without downtime using AVAYA applications and Dialogflow versioning to ensure all customer calls are attended.

Results

Continued 24*7 customer service availability and reduced call wait time
Human-like conversational experience with the capability to handle 600 requests per minute on chat and 300 requests per minute on voice
Seamless live agent handover for complex queries with proper context setting
Faster development and deployment (without downtime) for new features by templatizing the solutions