Challenge: The company needed to reduce its customer support expenses through self-service and efficient call-routing.
Solution: Almawiz transformed the existing IVR into a smart IVR to enable human-like conversations between the customer and virtual agent in multiple languages. Our virtual agent was able to compute query complexity and transfer calls to L1 agent directly when appropriate, thereby reducing load on L0 by 26%.
Information Technology
United States Of America
Almawiz Digital Contact Center
Manufacturing
Japan
Almawiz Digital Contact Center,
Almawiz Lead Management
Challenge: The company needed to provide 24/7 customer service by enabling customers to personally book toners and register complaints.
Solution: Almawiz provided an omni-channel digital contact center that enabled customers to converse over phone or WhatsApp with a virtual agent to have their queries resolved in real time. When necessary, Almawiz also transferred customers to human agents. It exceeded expectations on business KPIs and reduced per call cost by 50%.
Challenge: The company wanted to provide product diagnostics over phone 24/7 without using expensive SMEs. This required a virtual agent that could understand voice conversations and provide consistent, accurate responses in real time.
Solution: Almawiz provided an omni-channel digital contact center with an intelligent voice bot that conversed over the phone with customers to help them with technical troubleshooting. The solution exceeded expectations on all KPIs (AHT, FCR, diagnostics provided, complaint assigned a reference number, calls transferred to L1 agents).
Electrical Equipment
France
Almawiz Digital Contact Center