Our Successes

70% Reduction in Effort

The Prelude: Sketching the CanvasContact Centre

Our client grappled with a burgeoning demand for responsive and efficient customer service against the backdrop of traditional, human-reliant systems. The organisation initially comprised 37 customer service representatives (CSRs) dedicated to addressing customer inquiries and concerns. Despite their expertise, the mounting volume and repetitive nature of inquiries called for a more innovative approach.

The Challenge: Crafting the Blueprint

As a contracted strategic partner, our goal was encapsulated in two main objectives: to enhance customer satisfaction measurably and to streamline operations to ensure sustainable, cost-effective service delivery. Our task was to implement a solution that could handle a significant volume of routine queries without human intervention, thus allowing CSRs to focus on more complex and nuanced customer needs.

The Strategy: Engineering the Solution

Our approach involved the deployment of a Conversational Artificial Intelligence (AI) system designed to leverage an exhaustive knowledge base generated from historical client interactions and the client’s own digital resources. The steps were:

  1. Data Compilation: Aggregated and analyzed thousands of historical customer interaction data to identify common inquiries and responses.
  2. AI Training: Developed and trained an AI model to understand and process customer queries using natural language processing techniques.
  3. Integration and Testing: Seamlessly integrated the AI solution into the existing customer relationship management (CRM) system and conducted rigorous testing to ensure functionality and accuracy.
  4. CSR Re-orientation: Re-deployed CSRs based on the AI’s handling capacity, focusing their expertise where it was most needed – in handling complex queries and issues.
  5. Continuous Improvement: Established a feedback loop where the AI system could be continuously updated and refined based on new data and evolving customer needs.

The Transformation: Viewing the Completed Masterpiece

The results, observed three months post-implementation, were both transformative and illuminating. The AI solution handled about 70% of routine queries independently in real time, which directly led to several significant improvements:

  • The “Customer Net Promoter Score (NPS) increased by 50%*”, reflecting heightened customer satisfaction.
  • The requirement for human CSR interventions dropped by 70%, allowing for a strategic reallocation of human resources.
  • Reduction in the number of CSRs required on the front line from 37 to 18, each saving the organization $80,000 annually, resulting in a “net saving of $1,370,000 per year” after adding in solution costs.

Moreover, the surplus CSR capacity was redirected to enhance other areas of the organisation, including refined tuning of the knowledge base and engagement in more complex customer relations tasks, enriching their job satisfaction and professional development.

ConcluCost Outsion

The strategic introduction of AI in the customer service process by Better Business by Design not only elevated the customer experience but also optimised operational efficiencies and cost-effectiveness. This case study exemplifies how technology and human expertise can synergise to foster an adaptable, resilient, and future-ready business environment.

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