customer use cases

3 Customer Use Cases for Intelligent Virtual Assistants

December 12, 2018

At Interactions, we talk a lot about how Intelligent Virtual Assistants have real, tangible benefits for brands — from increasing customer satisfaction, to reducing costs and improving overall efficiency. But you don’t have to take our word for it. Here are stories from three Interactions customers who saw dramatic improvements in CSAT, cost savings and ROI after implementing an Intelligent Virtual Assistant.

Constant Contact

Constant Contact, an email marketing company, needed a way to streamline their customer service queue while still improving CSAT and NPS scores. They were also looking for a way to improve cost savings and accurately measure self-service rates. With their previous automated system, they had no way of routing customers based on their needs or anticipating why they were calling. And with different phone lines for different requests, managing inbound customer service inquiries was becoming a challenge.

By implementing an Intelligent Virtual Assistant, Constant Contact saw a decrease in their Average Handle Time (AHT) by 15 to 30 seconds. And with proper routing in place, agent sentiment is now very high post-IVA implementation, because agents now have time to utilize their skills on more complex or difficult issues.

Hyatt

As a leading global hospitality company, Hyatt handles millions of calls each year. But they needed to expand their automated customer care solution to improve both the customer experience and sales efficiency. With such a large volume of customer service calls to handle, Hyatt needed a customer care solution that saved time — for both customers and their agents.

With the implementation of an Intelligent Virtual Assistant, Hyatt dramatically reduced their cost per call. They also increased how many reservations can be made per hour while improving the accuracy of data captured. Overall, Hyatt is now saving 33% on its contact center costs and has achieved an ROI of 125%.

Westar Energy

Westar Energy, the largest utility company in Kansas, wanted a customer care solution that would cut down on agent handle times and improve self-service. The utility’s previous, traditional IVR was run in-house and on little support, so it was difficult for the team to pull analytics. Overall, Westar needed a solution that could better handle the growing volume of self-service inquiries they were receiving.

With an Intelligent Virtual Assistant in place, 39% of Westar’s callers are now able to complete their transactions through self service. Beyond that, more than 80% of callers are satisfied with their overall experience, and Westar has seen an over 25% increase in its JD Power scores since the IVA implementation.

 

To learn more about Intelligent Virtual Assistants and how they can help your brand, download our whitepaper below.

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