A Virtual Agent helped a leading telecommunications company reduce traffic to the Call Center by 50% without sacrificing the customer experience.
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1. Reduce Support Incidents Rate without Sacrificing CSAT
noHold, Inc. Copyright 2014
2. Business Case: Telecommunication Industry
3. Of the people that went to the Telco Contact Us page Contact
Us Home Products About Us Contact Us Live Chat Call Us Email Us
(905) 555-5555 999 Telco Way Santa Fe, New Mexico United
States
4. 65%actually called the company.
5. After analyzing the call center logs
6. The company discovered that many questions could be answered
quickly through an automatic solution
7. The company decided to create a Virtual Agent to answer the
questions automatically. Send Hi Welcome to the Telco Virtual
Agent. How may I help you?
8. A Virtual Agent is a Web Application that looks similar to
Live Chat Send Hi Welcome to the Telco Virtual Agent. How may I
help you?
9. Send Hi Welcome to the Telco Virtual Agent. How may I help
you? What is iCloud? You type your question here
10. Send Hi Welcome to the Telco Virtual Agent. How may I help
you? iCloudlets you access your music, photos, calendars, contacts,
documents, and more from any device. Learn more here. What is
iCloud? You get your answer here
11. The solution is provided by an Artificial Intelligence
12. not humans.
13. The company positioned the Virtual Agent to pre-emptthe
Contact Us page.
14. Contact Us Home Products About Us Contact Us Live Chat Call
Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico
United States Virtual Agent When the end user clicked on the
Contact Us menu option, the Virtual Agent appeared and asked how it
could be of assistance. Send Hi Welcome to the Telco Virtual Agent.
How may I help you?
15. Contact Us Home Products About Us Contact Us Live Chat Call
Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico
United States Virtual Agent Send Hi Welcome to the Telco Virtual
Agent. How may I help you? iCloudlets you access your music,
photos, calendars, contacts, documents, and more from any
device.Learn more here. What is iCloud? In most cases, the Virtual
Agent provided a solution that was displayed right then and
there.
16. Contact Us Home Products About Us Contact Us Live Chat Call
Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico
United States Virtual Agent Send Hi Welcome to the Telco Virtual
Agent. How may I help you? You should chat with a technical support
agent. Click here. I cant connect to my network from home. 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.
17. Both cases helped improve Customer Satisfaction by either
providing solutions quickly or guiding end users to the correct
resource.
18. Conclusions Percentage of people calling Telco after
visiting the Contact Us page. Before Virtual Agent 65% After
Virtual Agent 31% Half the traffic was handled automatically and at
a fraction of the cost.
19. Lessons Learned Select a Virtual Agent that is Interactive
and Diagnostic to have the best chance at increasing First Contact
Resolution (FCR). Positionthe Virtual Agent so that it pre-empts
the Contact Us page and other channels. If you are not sure what
people may ask, deploy an empty Virtual Agent to find out. Dont
spend too much time trying to make it perfect. Instead, create an
ecosystem where you can measureresults quickly and adapt.
20. www.noHold.com 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.
Smarter Self-Service Attract. Convert. Fulfill. Support. noHold,
Inc. Copyright 2014