top of page

AI Outcome Story

How a major US retailer reduced seasonal hiring by 70%

Outcome Powered By: 

Poly AI.jpeg

Vertical

Retail

AI Solution Type

Voice Assistant

Outcome

Implementing a voice assistant allowed retailer to reduce hiring by over 100 people while ensuring consistency for its customers.

Challenge 

  • A major US retailer was experiencing extremely high seasonality, with call volumes increasing by 60% during peak periods.

  • The retailer hired an additional 300 agents and introduced a BPO to handle call volume during these periods, but these solutions were getting increasingly expensive, and were often unable to provide the same level of service consistently. Their existing IVR was only containing 2-5% of calls, providing no real relief to the contact center.

Solution Process

  • They turned to PolyAI for a voice assistant solution that could curb call volumes in English and Spanish.

Solution Details

  • Achieved a 70% reduction in seasonal hiring during the peak in volume between back-to-school, Black Friday, and Christmas.

$1M+ saved in hiring costs in the 3-month peak period. 
37% reduction in call volume. A 7.5X increase from their previous IVR.
73% reduction in agent ASA. 32s for calls transferred to agents during peak periods (down from 2 minutes).
bottom of page