70% STP of a Customer service requests over email channel

Challenges faced by the Client

The extreme challenge faced by the Client was higher than average handling time in their operations.

The agents used third party sites to resolve the issues of their customers. The average time to resolve the issue took around 45 mins per customer as the agents used to manually respond to the support tickets. This also included manually selecting the email templates to be sent out to the customer.

The data was too much that sometimes a few or critical information missed out which got added to increased AHT.

Automation Solution

AutomataPi- India's leading Outcome Driven Automation Platform for Businesses implemented an automation solution consisting of piFlow for data automation and piTalk for conversational forms.

The automation solution pre-fetched information from various core systems, ran all the pre-requisite validation checks and prepared data for the call center agent in a single view. The solution also presented the data regarding the information to be sought from the customer in a guided conversation format in 11 Indic languages along with English as the default. This agent could complete the call quicker due to the context driven view real time validation of data. The guided questionnaire helped in avoiding multiple calls due to missing critical information capture.

Benefits of implemented automation

After implementing the automation solution in their core business process, the Client saw a reduction in AHT by approximately 70%

The agents using the automation solution made fewer mistakes and their training efforts were reduced by 50%