SUCCESS STORIES / Operational Excellence

Boost Contact Center Efficiency, elevate CX with Generative AI

Prodapt's GenCARE framework delivers 50% Opex reduction and 40%+ improvement in First Contact Resolution.

Background

Telco contact centers are grappling with rising customer expectations for personalized services and faster problem-solving. In these efforts, traditional AI methods like rule-based systems and basic natural language processing (NLP) often fall short, leading to customer dissatisfaction and delayed resolutions.

According to Forrester, 77% of people consider quick resolutions crucial. This situation underscores the need to consistently deliver better customer experience by ensuring that queries are addressed promptly and tailored to meet specific customer needs.

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50%Optimization in Operational Costs

Over40% Improvement in FCR

30% Reduction in Agent Efforts

Over20% Enhanced Net Promoter Scores

Client Situation

Our client is a prominent provider of cutting-edge network communications and technology solutions. It serves a diverse clientele comprising consumers, small businesses, enterprise organizations, and carrier partners across the US.

Their contact center operations include support to premium customers and addressing issues from Wi-Fi connectivity to billing. However, despite their prominence, they struggled to comprehend customer issues faster and complete resolutions. The absence of personalized interactions and mounting unresolved issues contributed to customer dissatisfaction.

They partnered with Prodapt to enhance their strategy with Gen AI solutions to tackle these challenges. The initiative aims to streamline communication channels, elevate the overall customer experience, boost agent productivity, enhance operational efficiency, and increase customer satisfaction by reducing customer calls and chats.

Prodapt’s Gen AI-powered framework enhanced customer satisfaction at contact centers through faster issue resolution and enabling customer interactions with empathy & personalization.

Diagnosis

Achieving high First Contact Resolution (FCR) and Containment rates was challenging due to the limitations of existing AI tools, such as Natural Language Understanding (NLU) in chatbots. These solutions struggle to accurately interpret human language, leading to inadequate responses and a decrease in overall customer experience.

Secondly, there was little personalization due to the lack of advanced AI capabilities to tailor responses with customer context and cues about their emotional state. This ruled out any personalized response with empathy, negatively affecting customer satisfaction.

The prospect of having multilingual support teams offered an opportunity to improve customer experience, but it resulted in extended wait times for agent availability and a 30% increase in Operational Expenses.

Solving It

We implemented a solution leveraging Generative AI, incorporating advanced NLU techniquesvirtual assistants, and automated systems. We enabled swift identification and resolution of customer queries within the automated system, transforming the customer experience and enhancing FCR.

To address the limitations of AI-based NLU in virtual assistants , we integrated deep learning models from GPT. This empowered Generative AI to decode human conversations accurately and tailor interactions to match customer replies. As a result, Generative AI-powered virtual assistants became the primary interaction channel, ensuring accuracy and efficiency.

To address the challenge of inadequate personalization, we implemented a solution leveraging the Gen-AI-based NLP approach. This technology transferred conversation context to agents. Integration with CRM allowed NLP to generate personalized responses based on previous interactions and resolutions. This approach improved efficiency and issue resolution while enhancing the ability to align responses with individual customer needs.

Additionally, a sentiment analysis capability powered by Gen AI improved customer satisfaction and fostered meaningful connections.

Prodapt’s GenCARE solution, integrated within the framework, leveraged advanced Generative AI and NLU techniques. This facilitated understanding and responding in multiple languages, reducing the need for large, multilingual teams in contact centers. By automating language translation and comprehension, GenCARE eliminated language barriers and optimized operations.

The transformative implementation of Generative AI - integrated virtual assistants delivered substantial benefits, including a 50% optimization in operational costs, over 40% improvement in First Contact Resolution, and a 30% reduction in agent efforts.

This led to an overall productivity improvement and a 20% enhancement in Net Promoter Scores (NPS).

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