Conversations were successfully completed
Customer interactions led to successful return of their devices
One of the largest US telecommunications companies, relied on third-party services to manage their trade-in process where customers returned their old devices on purchase of new ones. However, manual and cumbersome processes along with no real-time tracking of the shipping process led to a multitude of discrepancies regarding the status of the shipping kit.
Quantiphi developed a seamless outbound calling virtual agent to streamline this entire process. The virtual agent conversed with customers to obtain the status of their trade-in process and updated the information in the system. This enabled the company to have full control over the process and understand the difficulties faced by customers in returning their old devices.