Case Studies
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Interactive AI Agents(Chat-Voice-Email)
Capabilities
Multilingual AI Agents – capable to handle 100+ language calls
Faster & Accurate responses
Scalability & Consistency of responses
Outcome
24/7 Availability
Reduced Wait times & Call abandoned
Integration with any CRM
Interactive conversation (100+ language support) -Multilingual AI Agents
Impact
Optimization/Reduction of Manpower by 20%
Optimization of 50% on Manpower cost
Capable to manage any spike of Volumes
Industries used: Retail, Banking, E-Commerce
AI Copilot
Capabilities
Intelligent Automation- Suggests canned responses, escalates based on sentiment, and logs tickets
Smart Documentation - Drafts, completes, and reviews forms, tickets, and process documents
Real time Insights - Offers dashboards, predictive insights, and next-best actions
Outcomes
Reduced time to complete tasks
Minimize manual errors
Increase user productivity
Impact
Enhances decision making with data backed suggestions resulting in zero errors
Improves process compliance and consistency – Standardization and uniformity of CX
Agile & Flexible across domains & Industry
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Interractive IVR with real time integration
The Smart IVR system is a customer service enhancement tool leveraging automation, API integrations, and smart decision-making to streamline customer interactions.
Capabilities
Caller Identification and Routing - Identified using API database lookup.
Calls from unregistered numbers prompt account number entry and validation via DTMF.
Multiple level Validation on API for quick decision making
Omni Channel Integration
Outcome
Reduces customer wait times with accurate, automated routing.
Provides real-time updates on accounts, payments, and tickets.
Automates routine queries, reserving agents for complex cases.
Voice bot pre-screens issues to minimize agent workload.
Impact
Enhanced Customer Experience-Proactive updates on dues, tickets, and account status.
Data-Driven Insights: Analytics provide insights into customer behavior and IVR performance.
Scalability- Designed to integrate new features and services as needed.
High Abandon to High Efficiency: PNR Enquiry Made Easier with Intelligent IVR
Quarterly, 12.86% of the calls coming into Customer Care was PNR inquiry calls leading to high abandon and low service levels. Also blocking the customers, who wanted to book tickets.
OUTCOME
IMPACT
PNR status calls dropped from 12.86% to 7.37% which is 5.49% in call volume getting reduced to Customer Care
Improvement in answering level by 15%
Refund Status Update: Intelligent IVR Increases Customers' Ease of Access
38% of the monthly calls coming into Customer Care were refund-status calls, impacting ease of access for customers due to high call volume.
OUTCOME
IMPACT
Refund status calls dropped from 38% to 4%
Human Capital optimization brought in savings of INR 1.5 M, with a 30% improvement in call answering levels.
Realtime call volume monitoring cost-effective solution
Realtime call center performance and call volume monitoring cost-effective solution
TPT- OMNI Channel CRM integration
Cloud-based Click2Call for clients OMNI CHANNEL CRM
Chat BOTS
Remotely audit live calls
SOLUTION
OUTCOME
GREENPAGE - Customized in-house Real-time monitoring and reporting solution implemented, Chat BOTS, Cloud Click to Call using API-based cloud telephony for outbound calling, SSL VPN-based remote connectivity, and live call barging feature enabled
Better view on open support tickets
Expand customer reach channels using Chat BOTs with reduced Agents
Optimize agents utilization by using Outbound IVR for recursive informatic calls
PAN India Store Manager connect to customers seamlessly with Phone number hidden feature using click to call solution
Documentation and Automation: How Agent Productivity is Augmented
Agent productivity/dialing targets were impacted as Every call attempts detail had to be documented in client CRM including not connecting calls manually
SOLUTION
OUTCOME
RPA implemented on our auto dialer platform with 100% capability of auto updation of not connected calls on client CRM
Overall connect percent increased by 20%
100% agent productivity on connected calls leading to better recovery
Reduction of manual comment updation on not connected calls
Intelligent BOTS RPA Capabilities
Collect Customer name and phone number from client CRM
Scrub it against the NDNC database
Push it to the dialer for outbound calling
OUTCOME
IMPACT
Intelligent BOT integrated with Voice Platform: In-house developed
No manpower is needed for manual information extraction from client CRM
No manpower needed to Scrub the data
No manpower is needed for activating data on the dialer
Runs 24/7 unattended
Chat & Voice BOTS RPA Capabilities
BOT is to be used for taking customer support calls
BOT is to be used to take restaurant orders from tables directly
OUTCOME
IMPACT
Voice BOT and Voice APP- [ In POC stage ]
Reduced manpower
Manage spikes in call volumes
Reduces waiting in queue for ordering
Enable channel based on FAQ
Chat BOT integrated with Voice Platform -
[ To be launched soon ]
OUTCOME
Expand customer reach
Lower inbound call volumes