Our client, a multinational home appliance manufacturer, delivers over 60 million innovative and high-quality products to customers in more than 150 countries annually. It is consistently ranked the world’s second largest appliance maker by units sold.
Triage Agent
Challenges
The company had a robust network of service agents yet it faced pressing issues – high service response times and poor first-time fix rates.
Their reliance on manual processes led to delays in gathering relevant service information leading to prolonged call durations and frustrated customers seeking swift resolutions. Moreover, the service data was fragmented across multiple applications, hindering agents’ ability to troubleshoot effectively.
The business impact of this challenge was significant:
- Extended call durations: Prolonged interactions due to manual processes reduced overall efficiency.
- Low first call resolution: Difficulty accessing relevant information led to multiple service calls.
- Increased operational costs: Frequent scheduling of unnecessary service calls drove up expenses.
- Decreased customer satisfaction: Frustrated customers resulted in lower satisfaction scores and potential loss of loyalty.
Solution implemented: Bruviti Triage Agent
To best address these challenges the company implemented Bruviti’s AI –powered Triage agent for their call center agents to deliver:
- Knowledge Base Integration: It integrated seamlessly with a comprehensive knowledge base, giving agents instant access to up-to-date troubleshooting guides, user manuals, and product details, ensuring they had the right information at their fingertips.
- Data Processing and Insight Generation Store: The Triage Agent processes service records, call transcripts, and warranty claim data to uncover patterns in equipment issues and historical causes, generating deep insights. These insights are essential during troubleshooting, guiding users toward effective solutions.
- Natural Language Processing (NLP): Bruviti Triage Agent utilized NLP technology to accurately understand and interpret customer queries. This capability allowed for personalized and context-aware conversations, improving the overall interaction quality.
- Automated Troubleshooting: By automating troubleshooting and providing real-time guidance, the Triage Agent enabled agents to focus on more complex inquiries, ultimately enhancing their efficiency and allowing for more personalized customer support.
Results with Bruviti Triage Agent
Conclusion
With accurate information at their fingertips, contact-center agents delivered efficient service interventions, enhancing customer satisfaction and positioning the manufacturer for continued growth in a competitive market. With Bruviti’s Triage Agent, the home appliance manufacturer transformed its service operations, boosting the first call resolutions and reducing service response times.
