Challenge: Achieving 20% Operational Efficiency Through Cx Transfromation
The Egyptian Telecom is subsidiary of a global telecom and set out to align its digital transformation efforts with the rest of the global organization’s products and service. It set out to achieve operational efficiency by reducing its staffing cost by 20 through CX & digital transformation. Namely, the Contact Center channel. 20% reduction in costs equates to approx. 1,000 agents. With that in mind, it embarked on a Conversational AI – Voice bot project targeting its VIP Post Paid customer segment. As it is the most significant segment in terms of interaction count & size. Achieving reduction in staffing was one of the main goals, a secondary one was about reducing the average handle time dramatically from 10 minutes, allowing their customers to reach the services they need swifter and effortlessly.
Solution: Conversational AI – CX Transformation that Delights the Customer
It’s quite important when embarking on a Conversational AI project, to understand that it goes beyond the technology, as it is about designing an experience that is swifter and effortless, one that is personalized and empathetic.
With the aid of our conversational design team helped a lot in setting the right conversational strategy for the project and distinguishing the voice bot dynamics and flow from the human agent experience, we have implemented a solution that has achieved an accuracy rate of 96% well over the agreed 70%.
The end solution was one that was enjoyed by customers, where their average handle time was reduced dramatically.
Results: 20% Reduction in Operation Cost, 80% Reduction in AHT
The result of the Conversational IVR – VoiceBot solution, was an offering that was equivalent to 1,000 agents which translates to 20% efficiency in operations to the telecom. From the customer side, the Average Handle Time drop drastically from 10 minutes to 2 minutes, achieving an 80% reduction in average time. Ensuring the telecom has achieved both its