Client Situation – Amplifying Engineer Performance with an AI Led CoBot, Improving Customer Experience for a VOIP Company
The client’s customer support function was part of a siloed service desk organization which increased risks like high and unprecedented growth in support volumes, weak staff support, disconnected customer responses, multiple contacts for Issue Resolution. There were also process bottlenecks leading to high hold time and call abandonment rates. The support processes were mostly manual which resulted in higher operational costs.
About Client - A consumer electronics company based in the US specializing in breakthrough VoIP products
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