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An online gaming platform with over 700,000 users and 5,000 calls handled daily wanted to enhance customer experiences (CX) and improve agent performance. The company turned to a contact center AI solution in our portfolio to optimize operations.
With an AI-powered virtual agent tool, the gaming platform created new options for self-service. Additionally, they deployed an AI analytics tool to assess agent performance based on defined objectives.
With these artificial intelligence solutions, the business handled 45 percent of contacts via self-service, saved $2.9 million per year in labor costs, and enhanced contact center performance visibility. Additionally, when the platform experienced a phone system outage during the Super Bowl, the new self-service capabilities meant clients could still receive support.
If you want to improve your company’s customer and employee experiences (CX and EX) while containing costs, you should consider the same contact center AI offering.
Contact center AI: Key capabilities and benefits
This solution can overlay your Contact Center as a Service (CCaaS) platform, offering more sophisticated artificial intelligence features than native cloud contact center AI tools. It’s also portable, meaning you can retain it if you switch to a new CCaaS solution.
This multimodal conversational AI and automation platform enhances contact center performance with the following omnichannel functionalities.
Voice and screen capture
Intelligent virtual agents
Real-time agent assist
Conversational analytics
Here are a few more examples of the results businesses have achieved with this contact center AI offering.
30 to 45 second projected average handling time (AHT) savings for a wireless service provider
77 percent email reduction, 41 percent call reduction, and 70 percent deflection rate for a logistics company
40 to 45 percent contact containment rate via chatbot for a retail natural gas provider
25 percent average containment rate and $2 million retrieved by a bot for a collection services company
Our team of technology advisors can assist you if you want to explore contact center AI options. We have extensive AI and contact center solution experience in addition to access to the latest market data, partnerships with leading suppliers, and a tool that rapidly generates comprehensive comparison matrices. Our advisors can quickly narrow the possibilities from dozens to the top 3 that align with your unique needs.
Start now by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
