About the Customer
This industry-leading wireless network operator is a major player in the United States, connecting millions of customers through its vast network. Offering a range of plans, devices, and features tailored to individual and business needs, it prioritizes customer satisfaction. Their strong financial standing enables ongoing investments in cutting-edge technology, ensuring network quality, coverage, and speed remain unparalleled. By consistently pushing the boundaries of technological advancement, they aim to deliver a superior customer experience and maintain their leadership in the fiercely competitive wireless market.
The Challenge
The company’s contact centers faced many challenges that collectively hindered their ability to provide exceptional customer service. Skyrocketing operational costs were a major concern, directly affecting profitability. Inconsistent agent skills led to uneven customer experiences, while a lack of self-service options increased frustration and call volumes. High turnover rates meant constantly recruiting and training new agents, adding to operational costs and negatively impacting service efficiency. The training process itself was also costly and time-consuming, further straining resources. Moreover, the lack of actionable insights into customer needs limited the company’s ability to proactively improve service delivery. Lastly, seasonal call fluctuations disrupted service levels, frustrating customers and potentially damaging their perception of the company. These combined challenges created a less-than-ideal customer service environment.
The Solution
Onix, in partnership with Google, created a fully functional voice and chat virtual agent for the company. This solution encompassed designing intricate conversational flows that enabled the virtual agent to handle a wide array of customer inquiries. In addition, the team rigorously trained the Natural Language Understanding (NLU) engine to ensure precise comprehension and interpretation of customer requests. Comprehensive unit testing was also carried out to guarantee the virtual agent’s flawless performance.
By adhering to industry best practices throughout design and implementation, and leveraging the capabilities of Vertex Agent Builder, Onix helped the company streamline their contact center operations, significantly reduce agent workload, and lower training expenses. The virtual agent’s ability to quickly resolve issues and provide round-the-clock self-service further improved efficiency. Ultimately, this resulted in consistent responses and a superior customer experience.
Results
The average handle time for calls that needed live agents decreased significantly, empowering them to dedicate their expertise to more intricate inquiries. Enhanced service and improved Natural Language Understanding (NLU) capabilities contributed to a noticeable increase in the Customer Satisfaction (CSAT) score. Together, these enhancements led to an impressive call containment rate surpassing 20%. Furthermore, the virtual agent provided a personalized experience through customized call flows tailored specifically for chat and voice channels.
Key Highlight
By utilizing Vertex Agent Builder, Onix enabled the company to optimize their contact center operations through call handling automation, reducing agent workload and training costs. This resulted in improved efficiency, quick issue resolution, enhanced self-service, and consistent responses, ultimately delivering a superior customer experience.
Conclusion
This case study showcases how Onix’s strategic partnership and technical expertise leveraged Google’s Vertex Agent Builder to revolutionize the telecommunications company’s contact center operations. The successful implementation of the virtual agent not only resulted in tangible cost savings and improved efficiency but also elevated the overall customer experience. Onix’s ability to design and implement complex conversational flows, train the NLU, and ensure seamless integration highlights our commitment to delivering cutting-edge AI solutions that drive tangible business value. This project underscores Onix’s capabilities as a trusted technology partner capable of transforming customer service and empowering businesses to achieve their strategic goals in today’s competitive landscape.
