Transport company directs 93% of calls through correct queues

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This case study examines how Oration, a cloud-based contact centre plugin, helped a client in the retail industry improve their customer service operations.

THE CLIENT

A public transport company providing bus, ferry, rail and light rail services.

THE CHALLENGE

The client was facing high pressure on their contact centre’s call queues, prompting them to seek a solution. To address this issue, they had a specific objective in mind: to create a proof of concept for an integrated call steering and call deflection solution. The potential solution aimed to alleviate the pressure on the call queues and improve customer experience. The client was keen on identifying priority calls and reducing average handling times (AHT) while still providing excellent customer service.

THE SOLUTION

To develop the proof of concept, the client engaged Convai to implement their cloud-based contact centre plugin, Oration. This cost-effective, easy-to-install plugin offered several AI-powered features to ensure the best possible outcome for every call. The client could leverage Oration’s capabilities and be able to improve their customer service levels significantly.

Oration’s AI-powered features would allow the client to automate certain aspects of their contact centre operations. For instance, it could use natural language processing (NLP) technology to understand the intent of the caller and route them to the most appropriate agent. This would save agents valuable time, enabling them to focus on more complex queries that require human intervention.

Oration’s speech-to-text technology would enable the client to analyse the conversations between agents and customers to identify common issues and areas for improvement. This data could be used to train agents on how to handle particular scenarios, leading to more consistent and effective customer service.

THE RESULTS

The pilot of Oration saw:

93% of calls directed through the correct queues

90% of calls receive a positive sentiment

77% of calls require two or fewer intents.

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The implementation of Oration as a proof of concept went smoothly, there were no customer complaints. This suggests that the client’s customers are not only willing to embrace change but can also adapt to it seamlessly, even when the demand is at its highest.

In order to fully realise the potential of the Oration solution, the client has recognised the need to upgrade their existing technology. This crucial step will enable the client to leverage the full capabilities of Oration.

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