The Company
The client is a Fortune 500 company, providing financial protection to more than 50 million people worldwide through its Life and health insurance policies
Objective
To transform its contact center operations:
- To drive 24x7 digital customer interactions
- Decrease live person interactions by automating the CSR capabilities (chat, email, phone) using Pega
- Automate routine queries by reducing the manual intervention involved in day to day activities, resulting in reduced cost and increased efficiency
- Improve agent experience by providing 360° customer view
- Improve the customer experience when calling the client
The Challenge
The challenges while transforming the contact centre operations were:
- Large volume of inbound calls
- Limited digital channel capability
- Legacy infrastructure
The Solution
- Virtual Assistance (with Customer Authentication) has been introduced into chat and email channels with Pega bots
- First deployment of Natural Language Processing (NLP) to understand and categorize the customer’s reason (intent) for interacting with the client
- Integration with Experian for two-factor authentication to support specific customer intents (e.g. password reset)
- Sentiment Analysis to help prioritize work in the queues
- Case management capabilities to efficiently route work for manual triage which are not handled by Virtual Assistant to specialist and to track SLAs
- First deployment of the Customer 360 functionality to provide holistic view of Customer information, his/her policies and claims in a single view for CSR specialists
- Operational reports and dashboards for insight into chat and email channel performance (both the bots and the CSR specialists)
Technology Stack
- Pega Customer service framework
- AI / ML / NLP based Chatbot, Automatic Email response system
The Impact – Amplifying Outcomes
- 10% of call traffic diverted to virtual assistants
- 67% containment of virtual assistant interactions
- Average response time for emails reduced from 8 hours to less than 30 minutes
- Estimated cost savings of $250K per quarter
