Challenge
Customer ticket volume is very uneven resulting in extreme peaks and valleys in wait times. During peak loads patients have to deal with unreasonable queues and impacts responses of the support staff.
Results
AI Agents automate the responses and handling of the most common questions (80% of incoming volume) and suggests responses to the more complex questions, drastically increasing the capacity of existing support staff and service quality.
- <4 min peak response time
- -70% expected cost savings after full roll-out; currently at -43%
- 80% automation rate of incoming requests