A FTSE 100 Insurance provider invested in Google CCAI (Contact Centre AI), NLP & Twilio (PaaS telephony) to underpin contact centre operations, supporting 200K calls per month, 3k agents and a multitude of voice and data channels.

Reducing Cost to Serve and freeing up resources, without impacting customer experience, is a challenging goal for any contact centre. Intelligent Intent Recognition and automated fulfilment aims to reduce calls and Agent Handling Time, through a mix of call deflection to self-service channels, or containment within intelligent virtual agents.

We led the delivery by running initiatives and workshops with the product owners, to understand customer call intents, analysing resolution pathways and mapping data led journeys that digital channels could resolve, without impacting customer experience.

Technical implementation involved creating a data architecture based on data collected from customer call interactions and transcripts, which enabled the categorisation and creation of a dynamic Frequently Asked Questions module. This created an automated intent recognition and fulfilment process, that would accurately understand customer intent in real time and contain within the Virtual Agent and resolve, or deflect with an SMS message, enabling customers to self-serve.

• Rich conversational design fed by real time customer data, which enhances customer experience.

• Customer satisfaction boosted as call handling time is reduced and query resolved.

• YOY savings of £1m due to call reduction