This case study explores how by utilising AI-powered technology and complex call routing solutions, Convai helped a leading Australian retailer achieve a reduction of up to 30 seconds on their average call handling time during a huge sales event.
The retail landscape has undergone dramatic changes in recent years in response to changing consumer shopping behaviours and expectations. As a result, many retailers now operate in an omnichannel environment combining physical stores with online shops and marketplace storefronts such as Amazon and eBay.
This multi-channel approach needs to be supported by a streamlined, customer-centric contact centre that can cope with day-to-day call volumes as well as influxes during peak times. Whether it’s a seasonal spike in calls around a sales event or changes brought about by COVID-19 lockdowns and restrictions, call centres of all sizes have never been under more pressure to meet customer needs.
“I wanted to check that Oration was doing as she should - I called through to one of my agents and she answered the call using the verbatim. She looooooves Oration… says it makes it so much easier to take calls!”
Contact Centre Manager
Oration is a cloud based solution that plugs directly into your current contact centre platform and can be up and running within two to three days. The user-friendly interface is designed for contact centre staff and management, with no technical knowledge or expertise required. And with a transaction based pricing model, it’s affordable for contact centres of all sizes - whether you have five seats or a thousand.
Oration will change the way you’ll do business and reimagine the AI powered contact centre.
“By deploying Convai’s Oration solution during COVID-19 we were able to communicate specific messages to customers based on call content and current concerns. This has helped us to provide a positive experience for those customers just wanting information and allowing agents to focus on the more complex calls.”
Customer Care & Compliance Manager