From Press 1 to IVA in Their Own Words
Meet 7 different brands from our video roundtable who shared their different experiences with AI-powered virtual agents.
Aarde @ TechStyle Fashion Group
“When someone calls in, the first thing they hear is, “Thank you for calling JustFab, how may I help you?” They don’t have to say the word “shipping,” they don’t have to say the number “one,” they don’t have to listen to a front door where it’s prompting them for types of things that they should be asking about. They can just say anything they want.”
Paul @ Group O
“It’s interactive properties perform at a level that’s at or even above humans, which can be hard for some to digest. When you have that natural language feel to it, it’s a pretty amazing the response.”
Elizabeth Pfaff @ AAA
“The customer experience does not suffer. It is a natural conversation. Automation can sound really scary, but it is worth it.”
Aarde @ TechStyle Fashion Group
“Within the first quarter of implementing, it was a cost savings of $1.1 million due to the reduction of total head count needed in the contact center. We also saw a very high member satisfaction score of 92%.”
Paul @ Group O
“We saw our customer satisfaction rates go up. We saw a reduction in calls of that variety by over 85% within 90 days. We reduced our overall call volume by 25%.”
Tim @ DSW
“Imagine if I told you that you could shave two minutes from 80% of the customers that are interacting with you. I think you’d be pretty excited about that. Well, that’s exactly what we saw immediately. Not only that, but our CSAT increased by 30% within the first month after launching SmartAction AI-powered virtual agents.”
Kris @ Legal & General Insurance
“It was able to prove itself and return the ROI we expected and even more so.”
Tiffany @ Purchasing Power
“The application paid for itself in a month. And we saw our best NPS scores in the history of the company after the first month of implementation with SmartAction as an extension of our team.”
Steve Bennett @ CAA
“It’s given us virtual agents in a moment’s notice that we couldn’t have with live agents. Now we can scale up and scale down according to demand. That solves all of our staffing issues, which simply isn’t possible with live agents.”
Kris @ Legal & General Insurance
“This has meant we haven’t had to hire any additional staff in our contact center, even though our customer base has grown by 400,000 customers since implementing. We are relying on this quite heavily for our future.”
Tiffany @ Purchasing Power
“The main consideration was how can we use this to cut operating expenses but still optimize the customer’s experience. After a year in production, not only have we seen an improvement in our net promoter score, but we’ve really seen it on the backend from an overall head count cost at the call centers.”
Steve Bennett @ CAA
“We have to make sure that we’re evolving and changing the way we need to. We’ve definitely been able to do that through our relationship with SmartAction.
