Resolving Queries for a Fraction of the Cost of Hiring Additional Staff to Handle Inbound Calls

The representatives had to be trained and skilled to handle queries in both languages, which led to increased effort and cost. Due to restricted contact hours, representatives were unable to respond to user queries outside business hours and every time a user was connected to a new representative, they had to repeat the details of their previous conversations. Therefore, the customer wanted to better address customer queries and reduce the workload of its representatives by transforming their existing telephony IVR service.

Solution

Quantiphi built a multilingual, telephony virtual agent solution with smart agent routing and conversational history API; assisting representatives in handling high call volumes and enabling process optimization and cost effectiveness. The virtual agent authenticates users, with the capability of addressing 80 percent of all housing application status queries in English and Spanish, and connects them to the specific representative directly based on previous conversations.

Result

Reduction of the Average Handling Time from 5 minutes to 3 minutes
24/7 user support even during non-business hours and public holidays
Conversation designed for recognizing nuanced pronunciations of caller names while maintaining seamless user experience
Smart agent routing allows a user to connect to a specific representative who has worked on their case before
Conversation history API designed to facilitate storing important user parameters during call for better followups on user queries