Smart routing & increased self-service and productivity with AI IVR for an optics company.

The background.

The client was facing a situation where their customer service agents handled all calls, both for customer care and retail store inquiries. This meant that nearly half of all calls were simply being transferred to the right department. They realized they needed a more effective IVR system to accurately route calls from the start. This would help reduce costs and create a smoother experience for their customers.

The solution.

By implementing an AI solution with natural language processing in our interactive voice response system, we've seen some impressive gains:

• Productivity boost: Our agents can now effectively manage a larger workload. We've gone from needing one agent for every 2.7 stores to one agent comfortably handling 5 stores.
• Fewer misdirected calls: The accuracy of call transfers has skyrocketed. This has allowed us to resolve a remarkable 50,000 calls simply through our FAQ system.
• Extended support hours: We've increased our availability by 4 hours each day, all without needing to expand our team.
• Improved agent reliability: We've also noticed a small but positive uptick in our agent show-up rate, going from 57.28% to 59%.

These improvements translate to better customer service, streamlined operations, and greater overall efficiency.

The results.

The switch to the AI IVR system has brought about tangible benefits:

• Significant cost reduction: A decrease in overall expenditures.
• Enhanced productivity: An 85% increase in team output.
• Expanded availability: 4 additional hours of support coverage per day.
• Reduced call transfers: A 13% decrease in call transfer rates.

These results highlight substantial progress across multiple key performance indicators.