A US-based broadcasting and cable company, the largest in the world by revenue, handling approximately 300K customer calls daily across two divisions. The company strives to address customer queries and complaints while ensuring consistent service delivery.
Replace a manual, time-consuming call data extraction process with an automated, scalable solution to enhance service agent skill gap identification and improve customer experience.
We deployed Roboworx, an automated solution designed to simplify call data extraction and collation processes. The system integrated seamlessly with internal workflows to retrieve, process, and format call data, while generating actionable insights and error reports to guide supervisors in closing skill gaps and improving agent performance.
Inefficiency of Manual Audit: The organization relied on a time-intensive manual process to extract and review call data.
Fragmented Data Handling: Agents spent excessive time navigating multiple tools and manually collating information into Excel files for training needs assessment.
High Operational Costs: The manual approach increased resource requirements, causing delays and escalating operational costs.
Inconsistent Training Impact: Skill gaps persisted due to insufficient data insights, resulting in reduced agent efficiency and customer dissatisfaction.
Roboworx Intelligent Automation: Roboworx automated the end-to-end call data extraction process, retrieving data directly from tools, consolidating it into easily accessible formats, and streamlining workflows for supervisors.
Real-Time Insights:The system ensured real-time updates and eliminated manual navigation errors. It also auto-generated success/error reports to guide supervisors on targeted actions, accelerating training interventions.
Zero-Touch Implementation: A non-invasive, user-friendly design allowed Roboworx to integrate seamlessly into the client's existing infrastructure, enhancing usability without operational disruption.
Stay updated with the latest in AI and automation technologies.
