Incident analytics for a large retailer
- Our customer
- Large retail business
- Context
- Problem with prompt processing of client claims and requests
- The need to free the call center personnel from processing routine inquiries
- The need to increase customer loyalty
- Industry
- Retail, Delivery Service
Tasks
Solution
Result
- Implement the ML Speech service into the Delivery Service functionality
- Ensure reliable automatic classification of requests
- Improve the quality and speed of claims resolution
Tasks
Solution
Result
- An NLP-based automated message classifier has been created
- An automated voice response system for trivial calls has been developed
- Prompt routing of complex incidents to a qualified team of operators has been ensured
Tasks
Solution
Result
- Confident classification of types of calls for accurate routing
- Operator time savings of up to 74%
- Scaling the solution to 500 clients with expandability to 1000
From 20 to 2 days
Reduction of inquiry processing time
35%
Increase of customer satisfaction index
60%
Automation of business operations