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  • >10m

    calls handled per month

  • >30%

    initial containment rate

  • 94%

    intent match rate

Customer Key Facts

  • Country : United States
  • Industry : Telecommunications

Problem Context

The client employed a fairly complex IVR system that delivered substandard customer experiences, resulting in low containment rates and high repeat rates.

As a company that places great value on innovation, the client sought to incorporate cutting-edge solutions to enhance its customer support functionalities. Since their existing systems could not effectively deliver on these expectations, there was a need for contact center transformation to improve customer experience and future-proof the customer support ecosystem.

Challenges

  • High call volumes (>10m calls per month)
  • High operational costs 
  • Low containment rates
Challenges

Technologies Used

Google Cloud Platform
DialogFlow CX
AAM 2.0
Apigee
Insights
Avaya

Migration and enhancement of complex IVR system

Solution

  • Quantiphi built a sophisticated Dialogflow CX Virtual Agent that addressed the needs of all the departments. The solution capabilities spanned general drivers such as billing and usage, accounts and profiles, payments and troubleshooting. These consisted >400 head and contextual intents, >80 custom entities, and 50+ custom webhooks. 
  • The steering flow of the solution includes complex logic and direct integration with client systems to enable customer-specific dynamic call handling. 
  • The system also supports 12+ highly complex self-serving conversation flows of the customer contact center.

Results

The steering flow gradually received customer volume to ensure performance, increasing volume in increments over several months. Eventually, we attained a permanent 100% volume allocation in Q3 of the year, handling >35M calls during a four month period.

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