The world's largest broadcasting and cable company, also the leading home Internet Service Provider, producing feature films and television programs. The company provides technical support through a robust internet-based chat channel, managing 50K queries monthly.
Automate the chat process to reduce Average Handling Time (AHT) and improve customer satisfaction while maintaining 24x7 availability.
We implemented Roboworx to automate 95% of chat processes, enabling the system to extract, process, and integrate customer data into the workflow application. This gave agents a comprehensive view of customer information for each ticket, streamlining operations and eliminating inefficiencies.
Multi-Window Inefficiency: Agents wasted significant time toggling between multiple windows to gather customer information during chats.
Increased AHT: The average 3-5 minute wait per query impacted agent efficiency and customer satisfaction.
High Volume and Delayed Resolutions: Managing 50K chat queries monthly with manual processes created bottlenecks and customer dissatisfaction.
Negative Impact on Loyalty: Delays and inefficiencies in query resolution negatively impacted customer loyalty and retention.
Roboworx Intelligent Chat Automation: Roboworx automated ticket processing by extracting customer data in bulk before human working hours and integrating it into the workflow application.
Real-Time Data Delivery:The system provided agents with readily available customer information, reducing time spent searching across tools.
Streamlined Operations: By automating 95% of processes, the solution improved operational efficiency, reduced errors, and enhanced the overall customer experience.
Stay updated with the latest in AI and automation technologies.
