In today’s technology sector, customer service efficiency is more important than ever, especially when dealing with high volumes of support requests. This blog post highlights how CSG, a top technology company, leveraged Teneo.ai Conversational IVR system, OpenQuestion to improve call routing, reduce misrouted calls, and deliver substantial ROI. It showcases how AI-powered solutions can transform customer service in the tech industry by optimizing call center operations.
The Challenge
CSG, like many tech companies, handles an enormous number of customer inquiries, ranging from technical support to product information. The challenge was to streamline their call routing process, which had a high rate of misrouted calls and long handling times. With a traditional IVR system, customers were often frustrated by slow response times, navigating through complex menu options, and being transferred to the wrong department.
The Solution: AI-Powered IVR with Teneo’s OpenQuestion
CSG implemented Teneo’s Conversational IVR, which allowed customers to interact naturally using open-ended questions. This system could understand customer intent without forcing them through a rigid menu structure. The AI-driven IVR used natural language processing (NLP) to quickly assess customer needs and route calls to the appropriate agents or departments. The seamless integration of Teneo’s system into CSG’s existing infrastructure also helped minimize disruptions during the transition. You can find this case study here: CSGi Estimates $39M of Projected ROI for Global Top 5 Tech Company by Implementing OpenQuestion.
Teneo’s IVR not only improved call routing but also provided self-service options, where the system could resolve routine inquiries without requiring human intervention. This drastically reduced the load on customer service agents, enabling them to focus on more complex issues, in addition to reaching Contact Center automation.
The Results
The implementation of Teneo’s Conversational IVR brought impressive results for CSG:
- 30% reduction in misrouted calls: The system’s ability to understand customer intent accurately led to a significant drop in the number of calls being sent to the wrong departments.
- Two-minute reduction in average handling time: Faster call resolution and more efficient call routing saved both customer and agent time, improving overall service efficiency.
- $39M projected ROI: The improvements in call handling efficiency and customer satisfaction translated into a substantial return on investment.
Why This Matters
For tech companies, where customer service efficiency directly impacts customer satisfaction and brand loyalty, optimizing call center operations is crucial. CSG’s success demonstrates how AI-powered Conversational IVR can improve key performance metrics, such as call routing accuracy and handling times, while delivering a significant financial return. By using Teneo’s solution, CSG not only enhanced its operational efficiency but also elevated the overall customer experience.
This case study is a prime example of how advanced IVR technology can address the specific challenges faced by technology companies, leading to both operational improvements and enhanced customer satisfaction. You can read more on this case study here: Conversational IVR Case Studies.
To explore these topics in more detail, check out the following resources:
- Customer Experience Examples: An Overview
- Customer Experience Examples: Improving Healthcare with AI-Powered IVR
- Customer Experience Examples: Revolutionizing Telecom with Telefónica’s Conversational IVR
- Customer Experience Examples: Enhancing E-Commerce Efficiency at HelloFresh
- Customer Experience Examples: Enhancing Financial Services with AI-Driven Contact Center Automation
- Customer Experience Examples: Enhancing Retail Customer Engagement with AI-Driven IVR
- Customer Experience Examples: Boosting Tech Service Efficiency at CSG with AI-Powered IVR
- Customer Experience Examples: Improving Hospitality with Fast-Resolution Conversational IVR