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Business Impact

  • 24/7

    Live Chat Availability

  • <0.5s

    Average response time

Customer Key Facts

  • Location : United States
  • Industry : Banking

Problem Context

The customer is one of the top 30 banks in the United States. Amid the COVID-19 global pandemic, they received huge call volumes in their contact centers with queries related to their retail services, card offerings, and stimulus packages provided by the state and federal government. A large number of conversations were put on hold or dropped due to long wait time, close to 50 minutes in many cases. Also, there was inconsistency in responses from the human agents due to the rapidly evolving COVID-19 situation.

Challenges

 

  • Google Sheets as a CMS was not supported in customer’s environment
  • Lack of ‘Out of Box’ customization options for Dialogflow Messenger
  • Intent Clashing due to similar queries
Challenges

Technologies Used

Dialogflow
Google Cloud Platform
Node.js

Developing a Question Answering Virtual Agent to Effectively Handle High Volumes of Queries Related to Various Services Offered

Solution:

Quantiphi helped the customer to deploy chatbots capable of answering ~100 frequently asked questions related to the COVID-19 situation, enabling their human agents to dedicate more time towards solving complex queries.

Results:

  • Bot Capable of handling ~100 distinct FAQs
  • ~562K interactions across ~289K sessions within the first 45 days of launch
  • Contact Center Optimization

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