Retail giant reduces contact centre service efforts by 41% with a virtual agent

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In this case study discover how a customer remediation model:

Decreased customer complaints by 20%
Reduced case management activity by 70%
Improved average handling times by 22%
Increase net promoter score (NPS) by 53%
Reduced customer transfer rates by 83%
Exceeded sales performance targets by up to 103%.

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THE SOLUTION

Probe CX worked closely with the client’s customer experience team to create a virtual agent (VA) specifically for order tracking and providing assistance with checkout enquiries.

If human intervention was required, the VA would efficiently pass the customer details and VA chat history through to a live web chat agent.

VIRTUAL AGENT IMPLEMENTATION PLAN

The client implemented the VA solution conservatively, going live to 5% of their online retail site for the first week: Monday to Friday, between the hours of 9am and 4pm.

After the first rollout week, the VA accommodated 100% of their online retail traffic and extended the hours to 7 days a week, between the hours of 9am and 9pm.

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RETAIL GIANT REDUCES CONTACT CENTRE SERVICE EFFORTS BY 41% WITH A VIRTUAL AGENT

41%

28%

96%

THE CLIENT

THE CHALLENGE

THE SOLUTION

VIRTUAL AGENT IMPLEMENTATION PLAN

THE RESULT