Customer
Established in 2000, this company provides health, wealth, retirement, and benefits solutions to over 6 million individual and institutional clients and have over $60 billion of traditional and alternative assets under custody.
Challenge
The company was looking to improve customer experience:
- Efficiently and effectively onboard new customers
- Automate routine tasks like authentication and Frequently Asked Questions
- Drive customers to digital service options
In particular, one of their phone lines was experiencing an increase in volume of traffic to agents due to an increased demand from newly onboarded clients. Call handle time was increasing which led to longer wait times and subsequently higher abandon rates, which negatively impacted the customer experience.
Additionally, the process of authentication for existing members was time consuming as it required capture of a lot of security information. . This left them needing to hire more agents to solve the issue.
Solution
Using Omilia Conversational Voice, built on the Omilia Cloud Platform (OCP), the company was able to identify hundreds of different kinds of caller requests and automate the fulfillment of them, and give customers answers to specific questions in a matter of seconds.
Using real world analysis of live caller requests, the sophisticated Intent model identified call types and provided the company with empirical data and insights that enabled them to determine which requests could be serviced by the conversational AI, which should be given to agents, and how to prioritize each kind of request.
The Conversational Voice application was also able to steer customers to online information (like forms and statements) using SMS deflection, further eliminating remedial calls from the call center.
Results
Leveraging Omilia’s Natural Language IVR with a semantic accuracy above 90% (as evaluated by CISR), the company increased call containment by more than 30%, achieving in excess of 96% self-service completion.This reduced the call volumes going to agents, which reduced agent operating costs by over 20% and reduced the number of full time employees needed to the extent that the existing staffing model could properly handle all calls. This lowered wait time in queue and subsequently reduced call abandonment rates.
Because customers easily got the information and answers they needed via the IVR, and didn’t have to wait forever to speak to an agent, callers didn’t get frustrated and hang up while waiting, only to retry again later. This reduced “recallers” by over 25%, which further lowered call volumes. They were able to reduce internal transfers by 95% and call center customer satisfaction increased by more than 30%.
Given the high semantic accuracy of Omilia’s solution, the company was also able to identify new frequently asked questions and types of customer inquiries. They were then able to quickly and effectively change or add prompts to address and serve these new customer requests, via the easy-to-use “no code” and wizard-driven interface of the Conversational Voice application.
What’s next
With the Omilia Conversational Voice application actively learning from customers, and serving customer requests, the company is now expanding their new automation capabilities to more lines of business. They will use native Voice Biometrics to personalize and proactively address customer inquiries.
They also plan to use OCP miniApps® to easily adapt their Conversational Voice application for Conversational Chat purposes, allowing them to also address and support customers on their websites.
