Telefónica hired Amelia for Customer Care to improve voice-based customer experiences.
Telefónica
Challenge
Telefónica wanted to replace its outdated automated voice systems in its contact centers in order to improve resolution times and customer satisfaction.
Solution
Telefónica hired Amelia to give customers a more natural interface for communicating with the business.
Results
Amelia handles 4.5 million calls per month, accurately recognizing customer intent on more than 90% of calls and driving an increase in overall customer satisfaction
When customers need assistance, they don’t want to want to wait on hold or navigate complex call menus. They expect help instantly.
With the Amelia Integrated Platform, customers receive instant support from Amelia's Conversational AI digital agents, and call center agents benefit from automated and integrated IT systems with AIOps, ensuring they are always available to address customers’ more challenging questions.
Superior Customer Service with the Most Trusted AI
Deliver extraordinary customer experiences at scale by leveraging Amelia Conversational AI for customer-facing services and Amelia AIOps for back-end operations.
Bring AI Into Customer Service
Contact centers and digital customer services are experiencing massive spikes in volumes, and they're struggling to keep up.
When businesses deploy Amelia Conversational AI, more than two-thirds realize measurable benefits, including reduced wait times and a 20% increase in first-call resolution.
Amelia digital agents are trained to understand commonly asked questions in call centers, such as return policies, opening hours, delivery status, shipping issues and other frequently asked questions. While Amelia digital agents are pre-trained to answer various questions, they can also learn new tasks, allowing their skills and knowledge to grow over time.
Anything customers need to know that can be found on an FAQ page, or within an account profile, can be repeated or explained by Amelia digital agents during a service call. By automating these common customer interactions, businesses free human labor to respond to unique and valuable requests. They also dramatically improve UX and UI design.
Instead of handling hundreds of FAQ interactions each day, human agents can address unique problems pertaining to high-value interactions. No more answering questions about shipping rates, or business hours — human agents can sell products and help customers upgrade to better services.
Conversational AI digital agents from Amelia are trained to follow procedures with precision. They will never deviate from the exact processes established for them. They deliver personalized greetings to customers, learn and employ existing enterprise customer service workflows, and integrate with customer backend systems, such as Genesys and Salesforce. Amelia digital agents process data and make decisions based on the strict parameters for which they have been trained. By hiring Amelia digital agents for Customer Care, businesses guarantee that customer information and interactions are stored in a system that makes this data easy to recall for future tasks.
Amelia digital agents are pre-trained to triage incoming customer requests and act as an inbound information-gathering input point. They will learn specifics for different customer scenarios through dialogue and observation, and appropriately route calls to agents when required for rapid resolutions. These scenarios include common interactions, such as returns and exchanges, product and service requests, service activation, and more.
Digital agents from Amelia help relieve the burden placed on burned out call center representatives. They are able to take on the simple and repetitive tasks that human workers deal with most of the day while also freeing human customer service representatives to do fewer, but more complex tasks.
Call center employees have limited bandwidth, especially during high-volume periods. The bigger the backlog of calls, the more likely a customer will be placed on hold. When this happens too often (and for too long), it can directly translate into customer frustration and a poor UX.
Amelia digital agents handle sensitive customer inquiries such as bill payments, charge disputes, service cancellations, order statuses, and more. They use historical data to see how past issues were resolved, and to see if there are any clues hidden in previous interactions to help determine what can be done so that the issue never happens again.
According to CFI Group, 72% of customers expect customer service representatives to know their contact information and service history without being asked. In a separate study, 86% of consumers say it’s absolutely critical or very important for customer service agents to know their service history so they don’t have to spend time explaining it to them, according to Salesforce.
Amelia's Conversational AI digital agents understand sentiment and use their knowledge to deliver appropriate responses, ensuring a positive UX, even during sensitive interactions. With automated processes via AIOps, Amelia digital agents are also trained to immediately recognize and escalate calls that they are not trained to handle.
If a caller needs help with something that Amelia digital agents are not authorized by law, or programmed to resolve, they will ask a human colleague for help. As the human colleague resolves the issue, Amelia digital agents listen in the background and try to find ways to resolve the issue on their own for similar future calls. If they're not legally allowed to handle these calls, Amelia digital agents wait for the human agent to ask them specific questions that may make it easier for him or her to manually resolve the issue.
46% of U.S. adults use digital voice assistants to interact with smartphones and other devices, according to Pew Research Center.
90%
Amelia digital agents have 90% intent recognition on customer service inquiries for a major telecom provider.
73%
73% of global consumers say they are open to businesses using AI if it makes life easier.
38%
38% of people say AI improves customer service.
The Intelligent Contact Center
Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.
In this white paper, we examine the benefits of an enterprise adopting a strategy for what we call the Intelligent Contact Center, where companies utilize Conversational AI-powered digital agents to provide first-line of resolution and support for customers, and to augment human employees through AIOps in the back-end for more effective resolution from call center agents.
Amelia digital agents work with humans to locate information and perform complex tasks with Conversational AI and AIOps. They use state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia digital agents than innovative technology; they speak, interact and understand the way humans do. They're not confused by catchphrases, regional accents or speech patterns. All of this adds up to more human Customer Care — with experiences that customers will vastly prefer over 800-numbers, generic service emails, and simple chatbots that can't provide anywhere near the same level of service.