Challenge: The company wanted to provide product diagnostics over phone 24/7 without using expensive SMEs. This required a virtual agent that could understand voice conversations and provide consistent, accurate responses in real time.
Solution: Almawiz provided an omni-channel digital contact center with an intelligent voice bot that conversed over the phone with customers to help them with technical troubleshooting. The solution exceeded expectations on all KPIs (AHT, FCR, diagnostics provided, complaint assigned a reference number, calls transferred to L1 agents).
