Reduce Support Incidents Rate without Sacrificing CSAT

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Information about Reduce Support Incidents Rate without Sacrificing CSAT
Technology

Published on February 28, 2014

Author: noHoldVirtualAgents

Source: slideshare.net

Description

A Virtual Agent helped a leading telecommunications company reduce traffic to the Call Center by 50% without sacrificing the customer experience.

Reduce Support Incidents Rate without Sacrificing CSAT noHold, Inc. Copyright© 2014

Business Case: Telecommunication Industry

Of the people that went to the Telco Contact Us page… Home Products About Us Contact Us Contact Us Live Chat (905) 555-5555 999 Telco Way Santa Fe, New Mexico United States Call Us Email Us

65% actually called the company.

After analyzing the call center logs…

The company discovered that many questions could be answered quickly through an automatic solution…

The company decided to create a Virtual Agent to answer the questions automatically. Hi Welcome to the Telco Virtual Agent. How may I help you? Send

A Virtual Agent is a Web Application that looks similar to Live Chat Hi Welcome to the Telco Virtual Agent. How may I help you? Send

Hi Welcome to the Telco Virtual Agent. How may I help you? You type your question here What is iCloud? Send

Hi Welcome to the Telco Virtual Agent. How may I help you? You get your answer here What is iCloud? iCloud lets you access your music, photos, calendars, contacts, documents, and more from any device. Learn more here. Send

The solution is provided by an Artificial Intelligence …

not humans.

The company positioned the Virtual Agent to pre-empt the Contact Us page.

When the end user clicked on the Contact Us menu option, the Virtual Agent appeared and asked how it could be of assistance. Home Products About Us Contact Us Contact Us Hi Welcome to the Telco Virtual Agent. How may I help you? Live Chat Call Us Email Us Virtual Agent (905) 555-5555 Send 999 Telco Way Santa Fe, New Mexico United States

In most cases, the Virtual Agent provided a solution that was displayed right then and there. Home Products About Us Contact Us Contact Us Hi Welcome to the Telco Virtual Agent. How may I help you? What is iCloud? Live Chat (905) 555-5555 Call Us Email Us iCloud lets you access your music, photos, calendars, contacts, documents, and more from any device. Learn more here. Send 999 Telco Way Santa Fe, New Mexico United States Virtual Agent

In some cases, the Virtual Agent did not have an answer and directed the end user to the Contact Us page with a suggestion of the best resource to contact. Home Products About Us Contact Us Contact Us Hi Welcome to the Telco Virtual Agent. How may I help you? I can’t connect to my network from home. Live Chat Call Us Email Us Virtual Agent You should chat with a technical support agent. Click here. (905) 555-5555 Send 999 Telco Way Santa Fe, New Mexico United States

Both cases helped improve Customer Satisfactionby either providing solutions quickly or guiding end users to the correct resource.

Conclusions Percentage of people calling Telco after visiting the Contact Us page. Before Virtual Agent After Virtual Agent 65% 31% Half the traffic was handled automatically and at a fraction of the cost.

Lessons Learned… Select a Virtual Agent that is Interactive and Diagnostic to have the best chance at increasing First Contact Resolution (FCR). Position the Virtual Agent so that it pre-empts the Contact Us page and other channels. Don’t spend too much time trying to make it perfect. Instead, create an ecosystem where you can measure results quickly and adapt. If you are not sure what people may ask, deploy an empty Virtual Agent to find out.

Smarter Self-Service Attract. Convert. Fulfill. Support. noHold Inc. builds Virtual Agents that help some of the most successful companies in the world, increase revenue and decrease cost, while increasing customer satisfaction. www.noHold.com noHold, Inc. Copyright © 2014

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