Success Story

Is a US-based retailer with over thousand branded stores across all the states in the US.

The client offers a wide range of wireless devices, including smartphones, tablets, mobile broadband, wearable technology, accessories, and more.

• Utilize Generative AI to develop innovative solutions to enhance customer experience while optimizing internal resources
• Improve the productivity of contact center agents
• Minimize the workload of customer support/contact center teams
• Drive higher customer check-in rates in stores

Developed a Gen AI-powered voice agent to enhance call center operations

Facilitated smooth handling of call interruptions by seamlessly managing both speech and DTMF (Dual-tone Multi-frequency) inputs, ensuring continuous communication and precise response processing

Developed and deployed bots to manage basic interactions such as:

• Speaking with customers politely to gather information
• Responding to basic business inquiries
• Scheduling appointments and transferring calls to an agent for further assistance

Implemented a phased POC, piloting in one store and gradually scaling to multiple stores by following the strategy below :

• Developed a prototype to assess feasibility, followed by a single-store pilot
• Analyzed pilot results to enhance agent efficiency, user experience, and system performance
• Scaled to 100+ stores, incorporating insights and improvements from the pilot
   

• Decreased agent workload through the automation of routine customer interactions
• Enhanced customer satisfaction through efficient query resolution, boosting trust and loyalty
• Boosted agent’s productivity by offloading repetitive tasks, allowing them to focus more on value-driven responsibilities
• Ensured phased deployment of a scalable and robust AI solution capable of adapting to the unique needs of different stores