RETAILER USES AI TO REDUCE CUSTOMER CALL VOLUME, SAVES MILLIONS

RETAILER USES AI TO REDUCE CUSTOMER CALL VOLUME, SAVES MILLIONS

The Challenge

In order to identify opportunities to implement a multi-channel customer service strategy that would improve operational efficiencies, lower cost and maintain its high standards for customer service excellence, a Fortune 500 brick and mortar global retailer was looking to expand its customer service capabilities across multiple channels by leveraging insights from data and standardize global processes

Their customer service capabilities were primarily limited to phone and email, which did not allow for automated customer service and issue resolution, thereby incurring increased costs. In addition, it allowed for very limited after-hours customer service support as their call centers operated during normal business hours.

The Solution

Ness built a predicted set of candidate responses for AI-driven live-chat and chatbot capabilities that demonstrated the opportunity to reduce call volume through call deflection of routine customer service inquiries – such as return policies and store hours.

The Results

All-in-all, we were able to identify the opportunity to reduce call volume by 25-30%, which resulted in over $1.5 million in annual savings.