Omnichannel efficiency
Omnichannel efficiency
Omnichannel efficiency
With our AI, the client improved customer service efficiency and reduced inbound pressure Automaise implemented AI-powered IVR automation and omnichannel workflows to optimize customer support operations.
Client
Large-scale mobility and tolling solutions provider
Solutions
Industry
Mobility
Timeline
8 weeks
About the project:
This client is a large-scale mobility and tolling solutions provider, managing high customer interaction volumes across voice and digital channels. Needed to optimize back-office operations while handling growing customer service demand and operational complexity.
What we did:
Clients' Main Achievements using AI in Customer Service
IVR automation reached 24.3%
FCR at 77%, retention rate to 12.6%
Back-office automation hit 83%, processing 28K+ monthly peak requests
CSAT improved by 5 percentage points
NPS increased by 6%
The challenge
The client faced several operational challenges:
High ticket volume, each taking about 7 minutes to handle
Average first response time was 48 hours.
Support peaks caused long wait times and reduced CSAT.
Pressure to scale operations due to business growth.
Need to significantly boost FCR, CSAT, and NPS scores.
The solution
The client implemented Automaise's AI-driven automation solutions:
Voice Channel: Voice automation via NLP-powered IVR to reduce manual effort.
Text Channel: Chat automation addressed common queries and reduced agent load
BackOffice: Automation of request processing and triage reduced handling time for repetitive tasks.
Impact:
90%
reduction in emails
25%
fewer calls
77%
First-call-resolution
Client
Large-scale mobility and tolling solutions provider
Solutions
Industry
Mobility
Timeline
8 weeks
About the project:
This client is a large-scale mobility and tolling solutions provider, managing high customer interaction volumes across voice and digital channels. Needed to optimize back-office operations while handling growing customer service demand and operational complexity.
What we did:
Clients' Main Achievements using AI in Customer Service
IVR automation reached 24.3%
FCR at 77%, retention rate to 12.6%
Back-office automation hit 83%, processing 28K+ monthly peak requests
CSAT improved by 5 percentage points
NPS increased by 6%
The challenge
The client faced several operational challenges:
High ticket volume, each taking about 7 minutes to handle
Average first response time was 48 hours.
Support peaks caused long wait times and reduced CSAT.
Pressure to scale operations due to business growth.
Need to significantly boost FCR, CSAT, and NPS scores.
The solution
The client implemented Automaise's AI-driven automation solutions:
Voice Channel: Voice automation via NLP-powered IVR to reduce manual effort.
Text Channel: Chat automation addressed common queries and reduced agent load
BackOffice: Automation of request processing and triage reduced handling time for repetitive tasks.
Impact:
90%
reduction in emails
25%
fewer calls
77%
First-call-resolution
Client
Large-scale mobility and tolling solutions provider
Solutions
Industry
Mobility
Timeline
8 weeks
About the project:
This client is a large-scale mobility and tolling solutions provider, managing high customer interaction volumes across voice and digital channels. Needed to optimize back-office operations while handling growing customer service demand and operational complexity.
What we did:
Clients' Main Achievements using AI in Customer Service
IVR automation reached 24.3%
FCR at 77%, retention rate to 12.6%
Back-office automation hit 83%, processing 28K+ monthly peak requests
CSAT improved by 5 percentage points
NPS increased by 6%
The challenge
The client faced several operational challenges:
High ticket volume, each taking about 7 minutes to handle
Average first response time was 48 hours.
Support peaks caused long wait times and reduced CSAT.
Pressure to scale operations due to business growth.
Need to significantly boost FCR, CSAT, and NPS scores.
The solution
The client implemented Automaise's AI-driven automation solutions:
Voice Channel: Voice automation via NLP-powered IVR to reduce manual effort.
Text Channel: Chat automation addressed common queries and reduced agent load
BackOffice: Automation of request processing and triage reduced handling time for repetitive tasks.
Impact:
90%
reduction in emails
25%
fewer calls
77%
First-call-resolution
