This Canadian communications giant with over $15B in revenue strives to provide the best in wireless, residential, and media communication for its customers. Serving as their solutions partner since 2006, HGS handles customer support for the client, whose majority of sales and operations are based out of Toronto, Ontario.
Strengthening contact center performance is always a priority for this North American telecom. We continuously strive to deliver consistent AHT numbers, positive customer and employee sentiment, and stable pitch/sales dispositions. By embedding generative AI into existing contact center services, we aimed to:
With an ongoing partnership with our AI/ML team in Austin, Texas, we developed and implemented a customized AI platform tailor-made to improve efficiency for the client. This small data-centered proof-of-concept sample gave us valuable and actionable insights to best optimize KPIs and improve top lines while minimizing operational costs.
Empowering the team with our HGS Agent X contact center solution, we set in motion the following eight generative AI uses:
Learn more about HGS and generative AI.
From a technical standpoint, the text-to-speech Smart Response is an attended (on-demand) bot. The setup is quick—it is typically fully functional within 3-5 weeks of understanding a client’s business requirements, including user acceptance testing and signoff. The bot works as plug-and-play, is integrated easily with any enterprise applications, is scalable, and requires minimum support and monitoring for orchestration and administration. Further details are as follows:
These AI uses were not just about keeping customers satisfied with prompt, personal, and positive interactions with a self-service chatbot, but also about automating tasks so that the frontline leaders and agents could deliver exceptional customer experience. AI can foster empathy and reduce menial or time-consuming tasks. Generative AI isn’t about replacing people—it’s about empowering them.
Requiring team leads to manually listen to, summarize, and categorize calls was taking hundreds of hours each month, and they were often unaware of agent issues. Now, with AI analytics, a team lead can review all calls within minutes, see agent and team performance reports in real time, and reach out to agents when problems arise.
Hiring, training, and retaining top talent is a huge investment for every contact center. The hours of employee costs along with attrition expenses add up—but by using generative AI, this client’s team leader support staff costs went down by 20%, and agent retention increased by an impressive 89%.
Regarding sales, AI aids agents in an incredible way—the cross-selling activity has increased by an astounding 87% with the assistance of predictive analytics and screen prompts.
20% Cost reduction for team leader support staff
89% Agent retention increase
87% Cross-selling activity increase by agents
Our goal was to create an operational model that is constantly faster, leaner, less costly, and more accurate. With generative AI, we have not only created these benefits but are also making sure that they are measurable, quantifiable, and trackable. The project was rapidly upscaled from a ~100-call proof of concept to a full-fledged cloud-enabled solution in production mode.
Learn more about how to make your operational models faster, leaner and less costly.
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