Transport company directs 93% of calls through correct queues
Feeling the pressures of mounting contact centre call queues? Looking for a solution aimed at alleviating call queue pressures while improving caller experiences?
A leading transport company wanted to address these same issues with a specific objective in mind: integrated call steering and call deflection. They turned to Convai for their solution, Oration, to help identify priority calls and reduce average handling times (AHT).
93% of calls directed through the correct queues
90% of calls received a positive sentiment
77% of calls require two or fewer intents.
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