25M+
Calls processed
15M+
Customers
30
Product lines
The challenge
Leveraging call volume data for improved customer experience
The client was focused on enhancing customer experience and driving up-sell and cross-sell conversions by tapping into the valuable insights from the high volume of interactions between customers and contact center agents.
Key challenges
Leverage call data to gain insights and optimize customer experience
Boost up-sell and cross-sell conversions by refining customer interactions
Rising cusomer acquisition costs
The solution
AI-powered recommendation system
Customer-first approach
AI-driven recommendations
Seamless cloud integration
Contextual customer insights
Modularized AI system
Integrates 25+ data sources
Top 3 product suggestions
API delivery for agents
Implementation approach
1
Cloud integration
Build architecture
Ensure scalability
Integrate 25+ sources
2
AI Model Development
Train algorithms
Personalize suggestions
Optimize performance
3
Agent Enablement
Design API
Provide insights
Equip agents
The impact
Improved model accuracy and higher sales
Operational excellence
Quick acceptance among call agents and retail staff
Enhanced accuracy of the benchmark model
Business growth
Significant sales boost within the first week of the rollout
Looking ahead
Advanced automation
Further enhancing customer interactions for a more personalized, seamless experience
Expanded use cases
Rolling out across additional business units such as retail staff
Enhanced data sources
Incorporating new customer touchpoints to improve the accuracy of recommendations further
