This major provider of consumer credit cards in South America came to us with a complex issue: contact center automation was difficult because of a limitation in the customer data. As a result, all customer calls were handled by agents, with increasing inefficiencies, long hold times, and long call times.
We Listened
We worked with them to identify ways to introduce automation and a level of self-service through directed dialogue speech recognition. The IVR call flow responded to speech commands in English, Spanish, and Portuguese. Customers were able to quickly get important information about their card’s features and benefits, with links to download brochures pushed via text messaging.
We Acted
To improve call quality for speech recognition, as well as provide superior security, we established a direct carrier connection between our network and their call centers in Miami and Brazil. This direct connection enabled us to improve the speed and quality of the call deflection, driven by directed dialogue.
While still early, the results are precisely what was needed; improved efficiency, reduced reliance on agents, virtual elimination of hold times, and shorter call durations.
We’re Their CX Partner
As we continue to work with this customer, we’re helping to solve their customer data issues for a more complex dynamic call flow and identify optimizations and new areas for more self-service automation.
Our Takeaway
We’ve been able to help the customer dramatically improve the customer experience for their credit card customers, who previously had no access to self-serve features.