Contact Center Transformation Journey for a Prominent Lifestyle Concierge Services
CASESTUDY
AI, ML, Virtual Assistants and Automation Deliver Operational Excellence and 99% SLA much to the customer’s delight
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BPS
CASESTUDY
Our
Customer
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Our Customer
AT A GLANCE
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A leading global concierge services provider who communicated 24*7 and supported all major languages with a comprehensive suite of loyalty solutions and 1.5k staff across
21 countries.
Business
Challenges
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Despite possessing a basic chat setup, resources and facilities in place for a successful chat implementation the client lost out in enabling omnichannel chats across mobile apps and messaging.
Business Challenges
Digital / Technology upgrades to keep up with the changing needs
With a minimal chat setup, the client was unsure of the roadmap, the working and even with resources and facilities in place, they were having a tough time with the chat setup-process implementation
Lack of real-time intelligence on customer interactions made it difficult to predict customer requirements and behaviour
Digital/ Technology upgrades to keep up with the changing needs required the customer to transform rapidly as their end consumers depended on their solutions and digital content for information
A successful telephony setup that the client sought to transition to multi-channel chat-based interactions threw up challenges in facilitating chat as the preferred platform-
The client’s chat channels in the US markets were not as successful as they had initially envisioned
The client needed to ramp up digital channels urgently — web and Mobile messaging, 3rd party chat and messaging channels including Facebook Messenger, WhatsApp, SMS (1-way / 2-way), Apple Business Chat, LINE, Kakao Talk and WeChat and live chat.
Lack of real-time intelligence on customer interactions made it difficult to predict customer requirements and behaviour.
Our
Solutions
Our ‘Automate Everything®’ methodology facilitated maximum straight through processing and an API enabled framework to integrate the right content and desired services with futuristic platforms.
Our
Solution
Facilitated multi-lingual preferences for support. Incoming queries automatically routed by an operational chatbot to a concierge specialist familiar with the customer’s preferred language for quicker resolution.
Hexaware utilizes the Live Person platform which enables Contact Center chat platform readiness across all channels and leverages automation for optimal efficiency
and productivity.
Enabled unified reporting and data driven decision making through a single view dashboard
Data aggregation and analytics capabilities on cloud facilitated real-time analysis of customer queries, interactions, and transactions to deliver insights on end-consumers and program usage.
Hexaware helped design, architect and deploy a seamless and cognitive omni channel contact center solution with hassle-free new customer onboarding. Our conversational AI with intelligence at the core interacts with end-consumers across the client’s website and also third-party channels.
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Solution roadmap and highlights:
OUR
SOLUTIONS
Live Person, ‘Automate Everything® & API enabled framework
Automatic routing of incoming queries to the concierge specialist familiar with the customer specified language to speedy up a direct and quicker resolution for better customer experience.
Automatic routing of incoming queries to the concierge specialist familiar with the customer specified language to speedy up a direct and quicker resolution for better customer experience.
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Business
Benefits
HIGHLIGHTS
Enhancing operations through enablers such as Unified view and Conversational AI accomplishes 99% SLA. Quicker resolutions with an efficient, real-time and higher FTR (First Time Resolution) have been the primary observations post our solution implementation.
Business and Other tangible benefits
Exceptional advantages, meaningful solutions and comprehensive servicing via a single robust platform.
85% of interactions previously through calls are now routed through chat
Key enhancements in progress to be rolled out soon include
• Cognitive and smart AI algorithms and ML for self-service options in chat to ensure 55% of the queries resolution through this channel
• Novel multi-lingual chatbot which can be trained by both Machine & human to remove ML bias.
Futuristic digital solutions and digital content was needed for their customers with attention to personalization, and more.
30% faster onboarding with automation and other enhancements like quick routing
Increase in customer satisfaction through focussed data to insights
Reduction in number of licenses.
30% faster onboarding with automation and other enhancements like quick routing
85% of interactions previously through calls are now routed through chat
30% faster onboarding with automation and other
enhancements like quick routing
85% of interactions previously through calls are now routed through chat
Cognitive and smart AI algorithms and ML for self-service options in chat to handle more than estimated 50% of query resolutions
Also, in the making are novel multi-lingual chatbot which will be trained by humans.
Work in Progress on futuristic innovations include
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High FTR with special focus on language preferences, routing specifications, prioritization as per agent skillsets and enhancements on the client platform has succeeded in elevating the experience, cost efficiency and in enhancing seamless chat interactions for the client’s APAC and US market customers.
Reduction in number of licenses.
API enabled platform for quick and easy plug in to capabilities ranging from content, concierge requests, user preferences, chat and self-service lifestyle functions
High FTR with special focus on language preferences, routing specifications, prioritization as per agent skillsets and enhancements on the client’s platform has succeeded in elevating the experience, cost efficiency and enhancing seamless chat interactions for the client’s APAC and US market customers. Major benefits achieved are:
Minimal impact and almost nil disruptions during the pandemic as virtual agents took over the load of actual agents
