Cogent’s intelligent voice response system was set up with the dual aim of reducing call volumes and solving customer concerns efficiently.
Before coming up with our solution, we performed a trend analysis to identify caller identities and call frequencies. Measuring call volumes during operational and non-operational hours was also a key part of the analysis. Ultimately, the lack of an automated, after-hours voice response system meant almost all calls and service requests had to be routed through live customer service associates/CSA. In order to help our client enhance contact center customer experience, we applied the following measures:
Intelligent Voice Response
We integrated the client’s existing IVR with cloud through relevant web services and were able to create an after-hours customer response system. This helped the client generate service requests, something that they were unable to achieve before.
Smart Caller Identification
We designed a smart caller identification tool to create an accurate caller database and make client servicing seamless. This not only facilitated immediate caller identification, but also allowed our customer service associates/CSA to check for corresponding open or pending complaints.
Preferential Re-routing of Calls
Identifying customers with longstanding issues or complaints. To help close the gap between customer experience and satisfaction, we programmed the intelligent IVRs with an auto-reminder feature to highlight complaints that remained unresolved.
We harnessed the power of artiﬁcial intelligence and machine learning to automate disparate HR processes and unify them within a single employee management solution.