Call center agent business transformation
Query resolution handled by virtual agent
The customer is a technology-led business process services company whose current contact center setup incurred high operational and overhead costs due to increased manual efforts. They faced other challenges, such as low first call resolution rates and poor customer service from restricted contact center hours, and higher response time due to limited talking points for their 40,000 contact center agents.
Quantiphi integrated Google Cloud Contact Center AI with the customer’s existing contact center system for a Human Resource Information Services (HRIS) solution. HRIS is utilized to facilitate workflow, improve efficiency, and store and collect information on benefits, payroll queries, and company policies. As part of the solution, Quantiphi built a virtual agent to respond to user queries over both chat & telephony platforms and an Agent Assist module that gives suggestions for human agents to answer queries faster and better.