DIGITAL ENTERPRISE

Improving call center operations and efficiency with chatbot technology

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"Agents get so frustrated when the customer management platform forces them to restart their computer because there are so many screens they have to log into. I had one system reboot 4 times in one day."

Manager
Large Utilities Company

Redundant tools and silo'ed systems slow down call center agents in resolving customers' issues and increase the number of manual tasks

  • Call center agents have to search for customer accounts across multiple silo'ed systems
  • Search functions across the multiple systems are inconsistent
  • The systems are unreliable and slow, agents write down notes for each customer call in a document for copy-pasting it into the CMS at the end of day
  • Silo'ed systems do not allow for a smooth handoff when customer call is transferred to another agent, increasing overall call handle time
  • Customer satisfaction is negatively impacted by overall longer call times and numerous transfers to resolve an issue
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A customer-facing web chatbot assists customers with simple tasks and thus reduces call volume. Call center agents can focus on value-added tasks by handling more complex customer needs that customer-facing chatbot cannot handle

  • Customers can self-service their own regular (e.g., pay bill, see usage) needs; multiple demographic segments expressed this preference
  • Chatbot technology shifts agents' workload primarily to customers who have more complex issues
  • Chatbot technology mimics interaction with an agent and transfers to a live agent if and when customer's issue becomes complex
  • Chatbot affords more efficient transactions by reducing customer and agent dialogue and reducing overall call handle time
  • Customer satisfaction is greatly increased
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"Live chat representatives are helpful. It's convenient not having to be transferred, and I can avoid prompts."

Customer
Large Utilities Company