Our client, a large financial institution with millions of customers, faced two major inefficiencies in their customer support system – operationally, calls were often being rerouted through multiple agents, costing time and money. At the same time, customer dissatisfaction ran high due to a significant delay in problem resolution.
Infosys identified that this could be addressed through acquiring better knowledge of the customer. So we analyzed customer history and created a predictive model to streamline the Interactive Voice System (IVR). This resulted in an epic transformation of a clunky hit-and-miss customer support system to a reliable model that often knew what the customers wanted even before their call was answered.
Find out more about how you can use data to boost efficiency and improve customer service.
reduction in call transfers
increase in resolving problem over first call
reduction in time spent handling calls