The Problem
The UK Insurer was facing challenges due to long hold times in its contact center, stemming from the difficulties faced by the agents in locating relevant information related to policies and procedures. This resulted in response delays, frequent supervisor interventions, and inaccurate responses.
500+ agents
300,000+ call per month
30% supervisor escalations
10% errors leading to damages
The Solution
Fractal implemented its Senseforth GenAI Knowledge Assist solution to ingest thousands of knowledge articles from Sharepoint and Salesforce and provide natural language interface for agents to ask questions and get fast and accurate answers to their queries. The solution was implemented in just 8 Weeks in client’s cloud of choice and used an Open Source LLM to secure all client data.
10%
Projected AHT reduction
20%
Less supervisor escalations
80%
Less erroneous responses
85%
Accuracy on responses
8 Weeks
Implementation time
2 MIL
Projected savings per year
Enable better decision making
