High volume of calls processed
Large customer data base
Large number of product lines
The challenge
Leveraging call volume data for improved customer experience
The client was focused on enhancing customer experience and driving up-sell and cross-sell conversions by tapping into the valuable insights from the high volume of interactions between customers and contact center agents.
Key challenges
Leverage call data to gain insights and optimize customer experience
Boost up-sell and cross-sell conversions by refining customer interactions
The solution
Scalable personalization framework
Improve customer engagement with AI personalization
Scalable deployment
End-to-end framework
Optimized conversations
Drive customer engagement and loyalty
Optimized timing
Personalized conversations
Enhanced customer self-service
Implementation approach
1
Cloud Integration
Build architecture
Ensure scalability
Integrate 25+ sources
2
AI Model Development
Train algorithms
Personalize suggestions
Optimize performance
3
Agent Enablement
Design API
Provide insights
Equip agents
The impact
Optimized model output driving sales opportunities
Looking ahead
Advanced automation
Continuing to improve customer experiences with increased personalization and simplicity
Expanded use cases
Rolling out across additional business units such as retail staff
Enhanced data sources
Using broader customer signals to improve recommendation quality
