Achieve Cost Savings & Improve Customer Experience in your Contact Center
Natural language routing (NLR) offers a transformative approach to the contact center experience. It promises efficiency, personalization, and cost-effectiveness in addressing customer queries. Using natural language technology, companies can swiftly and precisely direct customers to the appropriate agent or department. As a result, these business experience boosting customer contentment and loyalty.
Both Telefónica and Swisscom stand as testament to this. Their adoption of natural language routing in contact centers has yielded marked enhancements in customer satisfaction. Likewise, they have experience operational efficiency and financial savings.
What Telefónica has successfully achieved
- +6% increase in IVR (Interactive Voice Responses) resolution rate
- +900K monthly calls and +200k monthly text requests handled
- +200K monthly text request handled
- +400 generic use cases created
- +20 personalized use cases created
Telefónica continuously develops and launches new capabilities to improve its customer experience by partnering with industry-leading businesses like Teneo.ai. With OpenQuestion, they handle almost one million voice-based requests per month while supporting 200,000 customer requests with SMS and WhatsApp responses.
Leading the industry, Telefónica Germany stands out for its successful implementation and deployment of natural language routing, marking it as one of Europe’s prime examples. This move has led to decreased costs, elevated customer satisfaction, and sustained efficiencies. Not only do these remarkable outcomes aid in retaining customers for longer durations, but they also bolster the acquisition of new clients and promote the introduction of fresh products.
Swisscom has also successfully implemented natural language routing in their contact center::
- New products, new services, and new opportunities to scale
- 18+ Transactional Net Promoter Score (NPS) increase
- +9M calls per year supported by OpenQuestion
- Solution covers four languages: German, Italian, French, and English
Swisscom Success Story
Over the past two years, Swisscom has rapidly expanded and scaled OpenQuestion, to create new products and services while constantly increasing the complexity of its solutions. This has resulted in one of the best customer experiences in the telecommunications industry, with a combination of machine and human support providing Swisscom customers with an outstanding level of engagement over the phone.
OpenQuestion ensures fluid, in-depth conversations that transcend mere Q&As. It adeptly handles basic customer queries through routing, while also making sure that specialized personnel are available to tackle intricate issues.
Swisscom’s triumphant adoption of natural language routing exemplifies the strategic planning and execution of OpenQuestion to meet fundamental business objectives. A surge by 18 NPS points is a commendable feat for the Swisscom team, with customer contentment metrics consistently on the rise throughout the company.
Unsure about Natural Language Routing? Consider these additional five compelling reasons to invest…
Improved Customer Experience
Natural language routing elevates the customer experience by offering a swifter, more streamlined method for customers to obtain assistance. Leveraging NL technology, customers can articulate their concerns in their own terms, bypassing the hassle of intricate IVR menus or interacting with several agents to find a solution.
Cost savings
While setting up a natural language routing system might demand a substantial initial outlay, it promises enduring cost benefits. By streamlining parts of the customer service journey, companies can diminish their staffing requirements, allowing agents to concentrate on intricate challenges.
Competitive advantage
Embracing natural language routing allows a business to stand out from its rivals, offering a contemporary and forward-thinking customer service approach.
Scalability
By utilizing natural language routing, businesses can efficiently process a vast number of inquiries, directing them to the right agents or departments. This boosts efficiency and trims customer wait times. Automating portions of the customer service journey allows companies to cut back on staffing, enabling agents to zero in on intricate challenges.
Moreover, this routing approach empowers businesses to meet surging customer demands without compromising service quality. By handling routine queries automatically, agents can delve deeper into complex matters, ensuring top-tier service. This not only enhances the service quality but also mitigates agent exhaustion and attrition, which can be financially draining for companies.
In essence, natural language routing equips businesses to amplify their customer service reach, refining both efficiency and service quality, which in turn fosters heightened customer contentment and allegiance.
Analytics and Insights
Furthermore, natural language routing systems offer the added advantage of gleaning insights into customer behaviors and prevailing trends. Through meticulous analysis of customer queries and interactions, a business can pinpoint prevalent challenges and potential enhancement areas. Consequently, this leads to heightened customer satisfaction and retention.
In addition, the merits of investing in NLR for your contact center are manifold. They encompass an enriched customer experience, fiscal savings, a competitive edge, scalability, and invaluable analytics and insights. By forging alliances with industry frontrunners, such as Teneo.ai, and embracing this cutting-edge technology, your enterprise stands poised to deliver an optimized, tailored, and cost-efficient customer service journey. Ultimately, this paves the way for superior customer contentment, unwavering loyalty, and increased revenue.
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