The Sound of Service: Boosting call-handling efficiency with AI
We could wax lyrical all day about how Conversational AI helps Contact Centres evolve their operations and improve the experience for staff and customers alike.
But we’ve got the stats to back-up our claims, and the real-word proof from a current Conversational AI customer!
So, check out just how much of a positive impact we could help you drive in your Contact Centre growth.
Handle more calls, faster
Volume surges and long queues have a cumulative effect on every other interaction in the queue, so having a strategy to solve quick wins en masse is an incredibly effective way to boost efficiency without compromising the customer experience.
Conversational AI enables you to automate many of the repetitive tasks your team end up wasting most of their day on. In fact, one major retailer reduced average handle time by 35%!
Just think how many more calls you could handle when you cut the average interaction by a third!
“The fact we had Customer Service Representatives freed up … doing the job helped us increase capacity while still offering a saving to our customer.”
Louise Coe, Head of Performance, Atos
Resolve issues smoother and smarter
A key metric for any Contact Centre is first-call resolution. Repeat calls on the same issue don’t just clog up the lines, but it’s one of the quickest ways tarnish the customer experience.
With Conversational AI, a financial services provider saw a 25% uplift in first-call resolution.
Resolving issues on the first call breeds promotors of your brand; people that will tell their friends and family about the quality of your service, leading to more new customers that will be easily supported thanks to the scalability we’ve already discussed!
“[Conversational AI] has allowed us to automate the telephony service in a way that doesn’t feel like automation to customers; we even get positive feedback about the AI interactions.”
Danny Penswick, Customer Interaction Centre, Senior Operations Manager, Atos
Delight your customers more often
Great customer service isn’t about rushing callers to reduce wait times, it’s about resolving queries quickly, correctly, and without complaints.
Conversational AI delivers instant understanding and accurate responses from the very first “Hello.”. Not only freeing up agents for complex issues but resolving many frustrated customers’ issues without human input (or the need for them to vent to a manager).
That means you could see 50% fewer escalations, just like one Conversational AI customer found post-deployment. Time managers could spend focusing on agent development, enhancing the workplace experience and generally making sure your team are valued!
“[We can] accommodate periods of peak customer activity and minimize complaints by significantly increasing our ability to answer FAQs through the voice assistant.”
John Murphy, Director of Customer Service, Atos
Self-serve with no stress
The key to efficiency requires speed, but not at the cost of relevance as no customer wants a speedy service if their questions aren’t answered correctly.
Conversational AI’s assistants don’t guess, they understand your business, because they’re trained on your business data. That means fewer follow-ups, fewer handovers, and more time for your team to focus on what humans do best.
“Taking the IVR out was a big win for employee experience. It allowed us to take people who were basically answering FAQs and redeploy them to handle more complicated transactions.”
John Murphy, Director of Customer Service, Atos
