How can you make customer support less cumbersome and more delightful?
Our client, a large financial institution with millions of customers, faced two major inefficiencies in their customer support system – operationally, calls were often being rerouted through multiple agents, costing time and money. At the same time, customer dissatisfaction ran high due to a significant delay in problem resolution.
Infosys identified that this could be addressed through acquiring better knowledge of the customer. So we analyzed customer history and created a predictive model to streamline the Interactive Voice System (IVR). This resulted in an epic transformation of a clunky hit-and-miss customer support system to a reliable model that often knew what the customers wanted even before their call was answered.
The result?
80%
reduction in call transfers
60%
increase in resolving problem over first call
30%
reduction in time spent handling calls
Find out more about how you can use data to boost efficiency and improve customer service.
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