estimated annual savings
calls deflected per annum, i.e., ~20% contained calls
Improved operational control through micro-level insights at the use case level and agent level
accuracy in query recognition
The client’s existing IVR-based contact center system had complex and long IVR trees resulting in long call durations and poor customer experience. This also resulted in a high call escalation rate (75-90%) with a human-intensive and cost-ineffective system. Additionally, a lack of visibility into contact center operations due to missing visualization capabilities and analyses for Contact Center KPIs further advanced inefficiencies.
The existing IVR system delivered non-personalized experiences due to its inability to account for customers’ historic interaction information and followed the same conversation path for all customers. Also, different live agents answered user queries over different calls – resulting in an inconsistent experience. These inefficiencies resulted in higher costs per user session compared to the industry average.
Lastly, the disconnected nature of the systems meant tedious maintenance efforts for the infrastructure.
Phase 1: During the first year of engagement, Quantiphi built: