eCommerce customer service using intelligent virtual agents

"Uniphore’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates."

Skand Bhargava, Practice Director


Our approach


Uniphore partnered with our client to deliver personalized self-service for customers who sought additional details while tracking their package. Some customers call in to ask questions while others write emails. Some call in first while many track the package online first.


In the spirit of multi experience, Uniphore recommended that our client deploy a highly personalized intelligent virtual agent to answer package tracking questions on both web and phone channels.


With Conversational AI, the intelligent virtual agent was built using Uniphore’s low code automation platform, Uniphore Interact to rapidly deploy enhanced self-service capabilities before the holiday season in a 5-week period.


Customers engage the virtual agent on the website as well as from the IVR, enabling greater reach and adoption of the self-service capability. Contact center representatives receive complete context of the self-service interaction so that calls and emails that follow reduce customer effort as well as agent effort leading to additional contact center efficiencies.


Results

  • Email inquiries requiring agent assistance dropped by 77%

  • Phone calls requiring live agent assistance dropped by 41%

  • Entire solution was launched in 5 weeks

  • Though the business volume increased dramatically during the pandemic, the contact center did not have to staff up thanks to the intelligent virtual agent handling customer inquiries


What's next


The initial implementation saw a drastic decrease in customer contacts in the very first week! The solution continues to hold strong in delivering effective self-service for their customers while creating capacity for their agents. The client has enhanced the virtual agent by adding support for additional intents, languages from the comfort of the no-code designer provided by Uniphore.


According to McKinsey & Company, ecommerce has seen 10 years’ worth of growth in just 3 months during the pandemic. While our client’s ecommerce business and package tracking interaction volume have grown drastically, thanks to our personalized intelligent virtual agent, customers are able to benefit from effortless self-service; the contact center operation goes on without skipping a beat, meeting the business needs without having to grow in proportion.


Source from Uniphore: Telefonica automated technical support using dynamic process guidance software