Queries handled by virtual agent
Accuracy in user authentication
Reduction in call duration
The customer manages over 6,100 public housing units and is the fourth largest administrator of all housing programs in the state of Texas. They receive 150,000 calls each year in English as well as Spanish with regards to housing applications. These application status queries, which form 40 percent of the total call volume, require the housing authority representatives to manually authenticate the applicants by asking a series of questions. This time-consuming task led to longer wait times and frustrated callers.
The representatives had to be trained and skilled to handle queries in both languages, which led to increased effort and cost. Due to restricted contact hours, representatives were unable to respond to user queries outside business hours and every time a user was connected to a new representative, they had to repeat the details of their previous conversations. Therefore, the customer wanted to better address customer queries and reduce the workload of its representatives by transforming their existing telephony IVR service.
Quantiphi built a multilingual, telephony virtual agent solution with smart agent routing and conversational history API; assisting representatives in handling high call volumes and enabling process optimization and cost effectiveness. The virtual agent authenticates users, with the capability of addressing 80 percent of all housing application status queries in English and Spanish, and connects them to the specific representative directly based on previous conversations.