Average Response Time
Interactions handled across 289K sessions within the first 45 days of launch
Success Rate
The client is one of the largest bank-based financial services companies in the United States, with its customer base spanning retail, small business, corporate, and investment clients. In the wake of the COVID-19 outbreak, they began issuing a benefits card to eligible customers, which is a prepaid debit card issued at the request of the state agency for providing benefits to citizens. However, they were experiencing a high call volume in their contact centers with queries related to their retail services and the benefits card. Large number of conversations were put on hold or dropped due to long wait times, close to 50 minutes in a number of cases. In addition, there was a lack of consistent responses from their human agents due to the rapidly evolving COVID-19 situation.
Dialogflow
Google Cloud Platform
Node.js
CSV
Quantiphi developed and deployed two virtual agents on two of the client’s websites trained on 100+ custom intents in just six weeks, responding to queries related to client’s retail services, benefits card offering, and stimulus packages provided by the state and federal government amid COVID-19. The virtual agents were also integrated with the client’s internal content management system for easy update and modification of intent responses by their staff and Subject Matter Experts (SMEs). The virtual agents effectively handled over 500 thousand interactions within the first 45 days of launch.
