Virtual customer assistants?are a win-win for the customer and the business. They allow businesses to scale customer service cost-effectively while providing customers 24×7 access to service. Here are stunning self-service success stories from eGain clients:
- A mammoth federal government agency?deflected up to 70% of incoming calls to virtual assistance, reduced case handling time by 25%, and improved form-filling with granular assistance within forms, all powered by knowledge and conversational AI. No wonder these powerful capabilities elevated their agent engagement to 92% versus their industry benchmark of 67%.
- Hypergrowth online retailer?in the UK deflects up to 90% of phone calls with the eGain Virtual Assistant, powered by conversational AI.
- Leading US omnichannel retailer?is automating and augmenting customer service, leveraging digital self-service, messaging, chat, and IVR deflection to digital service, all backed by eGain knowledge and conversational AI. The retailer handles over 9 million customer contacts per year, deflecting 45% of phone contacts and 30% of IVR contacts with digital self-service and chat messaging, delivering joined-up omnichannel service with context-aware escalation to agent-assisted service.
- A multinational financial services provider?is leveraging eGain Conversational AI and knowledge for customer service, elevating First Contact Resolution (FCR) by 36%, while cutting training time by 40%.
- A UK-based telco giant?achieved a 30-point improvement in NPS (Net Promoter Score) and a 37% improvement in FCR (First-Contact Resolution), while reducing agent time to competency by 50% across 30,000 contact center agents and 600 retail stores and enabling any agent to handle any call, by service automation and agent augmentation with eGain’s conversational AI and knowledge.
Stunning results!
Vice President @ eGain Corporation | Product Management, Marketing, Customer Success
2 年https://www.egain.com/resources/conversational-ai-for-customer-service/