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Improving Employee Experience for a Manufacturing Company with AI-Driven Automations
Business Problem
The client, a prominent financial services company, struggled with managing a high volume of customer calls manually. This outdated approach caused multiple inefficiencies, including extended call handling times, long customer wait times, and inconsistent service quality. Agents were inundated with repetitive queries, leaving them little bandwidth to address complex customer concerns or explore cross-selling opportunities. The lack of automation in call handling not only hampered the company’s ability to deliver a seamless customer experience but also resulted in operational inefficiencies that hindered their growth and competitiveness in the industry.
Use Case: Automate customer call handling with an AI-driven Voice Bot to streamline repetitive tasks, reduce agent workload, and improve customer satisfaction by enabling efficient self-service and seamless escalations.
Business Solution
To overcome these challenges, Pronix Inc. designed and implemented a Conversational AI Voice Bot powered by the Kore.ai XO Platform. The AI-driven voice bot automated key processes within the client’s contact center, transforming the way customer interactions were handled. The solution streamlined customer identity validation, addressed general inquiries, and efficiently resolved routine queries without the need for human intervention. For scenarios requiring escalation, the bot intelligently routed calls to agents, ensuring a seamless transition and maintaining service quality. By reducing the agents’ workload and automating repetitive tasks, the solution allowed agents to focus on more complex and value-driven interactions, ultimately enhancing customer satisfaction and operational efficiency.
Technical Solution
The technical implementation centered around deploying an AI-powered contact center solution, leveraging the following:
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Kore.ai XO Platform: Robust AI capabilities for conversational automation.
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Contact Center AI: Automated handling of repetitive queries to reduce manual intervention.
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XO Automation: Streamlined workflows for escalations and call handling.
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Web SDK: Seamless integration with the client’s existing telephony infrastructure.
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AWS: Secure and scalable hosting ensuring high availability and performance.
This technical framework provided an efficient and scalable solution tailored to meet the client’s operational goals.
Technologies Used
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Kore.ai XO Platform, Contact Center AI, XO Automation, Web SDK, AWS
Customer Success Outcomes
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The implementation of the Conversational AI Voice Bot delivered measurable improvements:
Improved Customer Experience: Customer satisfaction increased by 35%, enhancing the overall journey.
Enhanced Self-Service Capabilities: Self-service rates surged by 40%, reducing dependency on agents.
Efficient Customer Interaction Management: The bot successfully handled 24% of the total call volume within the first 30 days.
Reduced Average Handling Time (AHT): AHT dropped by 30%, enabling agents to focus on escalated cases.
24/7 Availability: Improved service accessibility by 50%, providing round-the-clock support.
Increased Retail Sales Opportunities: Automated cross-sell and up-sell interactions led to a 15% increase in sales conversions.
Transforming Digital Experience: Positive customer feedback grew by 20%, driven by efficient digital engagement.
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