Transforming the Contact Center to Improve Agent and Customer Experience
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Business Challenge
A leading supplemental health insurer wanted to improve customer satisfaction by re-imagining existing contact center processes and technology. The key issues included non-value-adding calls, manual procedures dependent on contact center specialists, and limited capability of digital channels.
Coforge Solution
We orchestrated a comprehensive mobile-enabled operations platform with Pega, that seamlessly integrated IVR and CTI. The solution introduced chat capabilities, based on AI-driven virtual assistant to enhance client interactions through automated responses. We incorporated payment processing functionality within the chat system to streamline operations.
Results
- AI-based Virtual Assistant successfully resolved 84% of chat cases and managed approximately 67% of the monthly email volume.
- The email response time was significantly reduced from 8 hours to under 30 minutes.
- Achieved quarterly cost savings of 10%
- Customer service agents were able to focus on essential tasks such as onboarding and handling exception cases.
Key Highlights
An end to end AI-based Virtual Assistant providing highly effective operations, resolving a substantial percentage of chat cases and emails autonomously.