Increasing revenue by optimising customer service with AI
Media and telecoms company
We helped a media and telecommunications company ensure the right agent handled the right call at the right time. Our AI system, managed by expert data science teams in real-time, saved millions in revenue and reduced end-of-contract churn.
Estimated revenue protected from reducing end-of-contract churn.
Extra per caller per month retained when the AI system is in use.
Background
The media and telecommunications company has call centre agents that get 1,000s of calls per week, including those from customers considering leaving. The most effective way to handle these enquiries is to match incoming calls with the most suitable agent, which has proved to be a challenge without automation.
Solution
With a new end-to-end AI system, the media and telecommunications company can assess how good every agent is at certain types of calls, as well as analyse customer calls based on historical data. Taken together, this has helped route the right call to the right agent, which all happens in a matter of milliseconds. Since replacing the outsourced solution and gaining ownership of the intellectual property, they have achieved significant cost savings. Alongside this solution, we also helped the team manage a machine-learning infrastructure to support them in building out their data-science team.
Impact
The company has saved £10 million in revenue which equates to an additional 50p per customer per month when the system is in use.
“Our customer recognised this as a very important problem they wanted to solve, which they knew would involve building capabilities as well as doing the project work. They wanted someone who could help them on this journey.”