Our client is a leading automotive manufacturer whose contact center associates spend a lot of time searching for the correct documents to provide their customers with appropriate guidance. This caused frustration with the customers, associates and longer average handle times.
TTEC introduced our Associate Assist bot to solve this problem and increase the satisfaction of the customers. The Associate Assist bot listens in to each customer conversation and automatically provides suggested responses and supporting knowledge articles to the associate within seconds.
This solution is ongoing. Our target results are a 2% increase in First Call Resolution and a 5% increase in Customer Satisfaction score. At the same time, our target is a 5% decrease in Average Handle Time and a 10% decrease in Speed-to-Efficiency.