AI-Powered IVR for Customer Care
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INDUSTRY: Retail
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CLIENT: Retail Chain with a High Volume of Customer Support Calls
Client Overview
The client is a nationwide retail chain with over 500 stores and a growing e-commerce presence. They offer a wide range of consumer products, from electronics to home essentials.
With an expanding customer base, their customer support center handles thousands of inquiries daily, ranging from order tracking and returns to product inquiries and store information.
Business Challenge
The client was struggling with:
- High call volumes, leading to long wait times.
- Repetitive inquiries, such as order tracking, return policies, and store hours.
- Agent burnout, with staff handling simple yet time-consuming tasks.
- Inconsistent customer experiences across different support channels.
AI-Powered IVR Solution
Intelligent Call Routing
- AI-driven IVR identifies customer intent using Natural Language Processing (NLP).
- Directs calls to the right department without requiring multiple menu selections.
- There’s always the option for an operator to fall back to.
Intelligent Call Routing
- AI-driven IVR identifies customer intent using Natural Language Processing (NLP).
- Directs calls to the right department without requiring multiple menu selections.
- There’s always the option for an operator to fall back to.
Self-Service Automation
- Customers can check order status, return policies, and store locations via voice commands.
- AI can verify customer identity and provide personalized responses.
Sentiment Analysis & Escalation
- Detects frustration or urgency in the caller’s voice.
- Automatically escalates calls to live agents for high-priority issues.
Self-Service Automation
- Customers can check order status, return policies, and store locations via voice commands.
- AI can verify customer identity and provide personalized responses.
Sentiment Analysis & Escalation
- Detects frustration or urgency in the caller’s voice.
- Automatically escalates calls to live agents for high-priority issues.
AI-Agent Collaboration
- If a human agent is required, AI summarizes the issue before transferring the call.
- This reduces the need for customers to repeat information.
Business Outcome
AI-powered IVR solution has transformed customer support operations, delivering measurable improvements in efficiency, cost savings, and customer satisfaction.
Reduction in average call handling time
Issues resolved with no human intervention
Annual savings through AI-powered IVR
CSAT Customer Care Improvement