Contact Center Intelligence
Introduction
Ennuviz assisted the North American company's customer support department by implementing Contact Center Intelligence, which incorporates tools like GenAI Powered Email Automation, GenAI Powered Agent Assist, Chatbot, VoiceAI, and Process Mining to improve operational efficiency.
Challenges
- Ticket creation: Frontline personnel spend approximately 5 minutes creating a service ticket.
- Handling a large volume of email support requests.
- Ticket assignment issues leading to delays in resolving tickets
- High costs associated with agent-assisted interactions, averaging $8 per contact compared to just 10 cents for self-service interactions.
- Agent attrition due to handling around 50 calls daily in a high-stress work environment.
Solutions
- Resolve challenges in Email, Chat, and Voice support by leveraging Contact Center Intelligence.
- Utilize GenAI Powered Email Automation for automated email responses.
- Implement GenAI Powered Agent Assist to enhance agent performance.
- Integrate Chatbot functionality for efficient customer interactions.
- Implement VoiceAI for streamlined voice-based support.
- Use Process Mining tools for improved operational efficiency.
Solution
Business impact
- Increase in NPS
- 10%
- Customer Request Processed on Average daily
- 500+
- Support Agent Hours Saved Monthly
- 1400
- Increase in Overall Agents Productivity
- 30%
- Reduction in Call Time
- 90%
Conclusion
The implementation of Contact Center Intelligence has effectively addressed various challenges in ticket handling, email volumes, ticketing issues, costs, and agent attrition. By utilizing GenAI Powered tools, operations across channels have been streamlined, resulting in improvements such as increased NPS, efficient daily processing, significant agent hours saved, and enhanced productivity. This highlights the essential role of Contact Center Intelligence in improving customer satisfaction and operational efficiency with the support of Ennuviz.