Empowering Employee Self-Service For Major Retailer
Retail & CPGBusiness Impacts
5M
In call volume annually
80%
Of user queries resolved in real-time
30s
Reduction in Average Handle Time
24/7
Live Chat Availability
Customer Key Facts
- Location : North America
- Industry : Retail
Problem Context
Organizations invest heavily in employee benefits as it is a vital component for increasing employee loyalty, productivity, attendance, as well as for recruitment. However, factors like disparate communication channels and time constraints often result in user queries not being adequately answered, leaving a large section of the employee base unaware of the benefits they are entitled to.
The customer, one of the world’s largest multinational retail corporations, wanted to empower their employees to unlock information within seconds.
Challenges
- Current Employee Relations IVR system has limitations in terms of usability, i.e. Not conversational and robotic, compromising user experience
- Current Employee Relations IVR’s inability to understand natural language, resulting in high number of call transfers to live agents
- Poor operational efficiency which puts a severe strain on call center resources and escalates costs
Technologies Used
Dialogflow
Node.js
Microsoft Azure
Google Cloud
Cloud Functions
Building Key Components Of Employee Relations Contact Center AI
Solution
Quantiphi implemented a telephony-based virtual agent to transform their IVR system. The virtual agent provides 24/7 contact center support for associates with employee benefits-related queries. Quantiphi also designed and developed a highly configurable chat UI framework to enhance the experience for the end user.
Result
- Deflected 40% of the 5 million calls related to Employee Relations
- Reduced average handling time by 30 seconds
