The Client
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
