Supermarket powerhouse saves $1.3 million on voice-to-web chat deflection

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An Australian supermarket retailer implemented Oration, an AI-powered solution, to handle customer enquiries for its online platform. By deflecting voice calls to a web chat service, Oration saved the client over $1 million in costs within two years.

THE CLIENT

An Australian full-service supermarket retailer, with over 800 stores nationally.

THE CHALLENGE

The client was facing a shortage of contact centre staff to handle customer enquiries for its online eCommerce platform. This led to the need for overflow call deflection solutions and the desire to resolve customer enquiries without the need for a live agent.

THE SOLUTION

Oration was implemented in the contact centre to help deflect voice calls to a cheaper channel: the client’s AI-powered web chat service. If a caller was calling from a mobile phone, Oration would offer them deflection options. In the instance they were not calling via mobile, they were passed through to a live agent. When a customer called, Oration automatically answered and asked the caller “How can I help you today?”.

Oration would then determine if the mobile enquiry could be handled by web chat. If yes, the customer was given the option to do so and Oration would send them a link to continue the call via the client’s AI-powered web chat service.

As Oration is fully customisable, the client could continuously optimise the call flow and implement banners to further deflect the need to transfer calls over time.

THE RESULT

By deflecting calls from voice channels to the client’s AI-powered web chat channel, Oration saved the client over $1.3 million across employment, infrastructure and operational costs in just under 2 years.

In the first 6 months of implementing Oration, the client was able to save, on an average, $65,000 per month. This is equivalent to 17 full-time employees per month.

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