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FinTech

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Call center redesign leveraging AI results in increased ROI through improved authentication and significant agent reduction

Inefficient Service: Reliance on DTMF for self-service limited containment rates to 65%, requiring agents to handle a higher volume of calls
Utilizing five BPOs for five contact center solutions led to operational inefficiencies and potential inconsistencies in customer experience
High Call Volume Strain: The call center experienced peak volumes exceeding 5,000 concurrent calls, straining agent capacity and potentially impacting customer wait times and revenue

Analyze FAQ’s: Analyzed call data to identify FAQ’s and customer issues handled by live agents.
Building Q&A Pairs: Using analysis, Q&A’s were developed that the smart agent could utilize to address common issues
Enhancing Authentication: Existing authentication processes were reviewed and strengthened to streamline customer verification.

Implemented a smart agent with managed solutions, including Q&A pairs and enhanced authentication, enabling significant call deflection and reducing the workload across 5 BPOs and the internal call center.
Achieved an 11-20 million dollar annual ROI through a combination of agent reduction and improved efficiency driven by the smart agent solution.