Data is critically important, but contact centers often route their customers without it—many organizations are holding on to legacy queue-based routing methods developed nearly 50 years ago. In doing so, they’re missing out an opportunity to use the vast amounts of data available today to the best advantage.
Forward-thinking contact centers are using artificial intelligence (AI) to connect customers with agents. AI-driven routing incorporates data and identifies patterns to not only predict human behavior but also drive connections that improve any outcome, including sales, cost reduction and customer experience. It connects people on a personal level by considering data from all available sources, including how customers prefer to interact, how agents handle different types of interactions and more.
Leaders across industries, from healthcare, media and telecommunications to retail and financial services, are realizing the benefits of smarter connections. Here are just a few of their stories.
Leading healthcare provider saves $11M
One of the nation’s largest healthcare providers was committed to continually improving the member experience, but it realized the strides it was making in this area weren’t fully realized in the company’s contact center, which received millions of calls from members calls each year. After deploying Enlighten AI Routing with Sentiment, the company adapted its call routing strategy to meet changing business needs and realized a range of benefits that included:
- An immediate 8% improvement in average handle time (AHT)
- An immediate 5% boost in customer satisfaction (CSAT)
- 3x ROI
- $11 million in savings
State’s largest healthcare company reduces customer effort
A leading healthcare company wanted to simultaneously reduce customer effort, improve customer experience and decrease overall operating costs. The organization integrated Enlighten AI Routing and Sentiment into its existing routing infrastructure to evolve its previously mechanical call routing into AI-driven connections. Enlighten AI Routing, which is in use with 1,000 agents across three business units, now aligns call routing with the organization’s goals. By connecting customers with agents based on the unique agent’s skills to reduce a customer’s effort, the healthcare company immediately improved its interaction efficiency.
The company has realized significant improvements, all without agent training, coaching, or employee change management:
- A two-minute reduction in average time per call.
- Improved interaction efficiency.
Media leader puts customers at the center
A large media organization knew its customers valued efficiency, so it deployed Enlighten AI Routing and chose to route its customers for the most efficient interactions, realizing an immediate double-digit increase in AHT. Over time, the company shifted its focus to improving the customer experience and was able to improve CX by decreasing handle time, call-backs and transfers. Most recently, the organization has focused on sentiment as a driver of CSAT, and it continues to reap benefits that include a:
- 16% improvement in AHT
- 9% improvement in Net Promoter Score (NPS)
- 3% improvement in efficiency
- 15% reduction in customer effort
Telecom company realizes 10% increase in sales
To compete with new streaming options, one of the largest telecommunications companies in the United States decided to differentiate its services by focusing on its customers’ experiences. The telecom implemented Enlighten AI Routing, immediately increasing sales by making smarter connections between customers and agents.
The telecom was able to realize:
- A 10% increase in total sales
- Millions of dollars in new revenue
Leading retailer boosts CX and efficiency
Shopping has never been more effortless. In a world where products and prices are easily comparable, it’s the customer experience that differentiates—but customer experience must be delivered in a cost-effective manner. By implementing Enlighten AI routing, one leading retailer was able to save millions of dollars in increased productivity and also realize:
- A 6% boost to overall productivity
- A one-minute reduction in average call time
- Increased customer loyalty
Fortune 500 retailer personalizes every interaction
One premier Fortune 500 retailer has staked its business on delivering great service, and that vision combines the personal touch that comes with a visit to a brick-and-mortar location with cutting-edge technology that unifies all channels and touchpoints. To meet its goal of exceeding customer expectations by anticipating each customer’s needs and personalizing each interaction, the retailer implemented Enlighten AI Routing along with Interaction Analytics to make the best connection between customer and agent, calculate a CSAT score to inform subsequent calls, and deepen personalization with every interaction.
The retailer was able to realize:
- A net reduction of 6% in AHT
- Savings of more than $5 million
Financial services firm boosts efficiency
Financial services organizations are expected to increase profitability and deliver great customer experiences, all while complying with a myriad of regulations governing the industry—it’s a tall ask. One of the four largest banks in the U.S. turned to Enlighten AI Routing to improve efficiency. Also important to the bank - fair lending and combatting discrimination. With Enlighten AI Routing, the bank pairs customers with agents using data on how people communicate, unlike other solutions who route with demographic inputs.
With Enlighten AI Routing, the bank also realized:
- A 7% reduction in call duration
- Increased efficiency
Learn more about how Enlighten AI Routing uses the most comprehensive holistic CX data in the industry to gather insights from past interactions, discovering how customers prefer to interact and how agents handle different types of interactions, to strategically change how calls are routed.