Live Chat Availability
Average response time
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.
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.