Transforming Agent Efficiency Through AI Innovation
When an international retail technology client struggled to manage conflicting information from multiple knowledge management systems, DATAMARK offered a solution by creating an innovative AI tool that streamlined information into a single source of truth, improving agent efficiency and enhancing service quality.
Background
An international retail technology client struggled to maintain agent performance and customer satisfaction due to an overload of conflicting information from multiple knowledge management systems (KMS). Agents often received information from 2-6 different sources without a single source of truth. Meanwhile, this resulted in confusion, increased attrition rates, and client dissatisfaction with the current workflow.
Challenge: Inefficient KMS Process Leads to Agent Fatigue
Agents were overwhelmed by the volume and inconsistency of information acquired from multiple KMS sources. The lack of a streamlined, single source of truth caused high levels of anxiety among agents, contributing to increased attrition rates and inefficiency in resolving customer requests.
Overstimulation from conflicting information sources resulted in a noticeable drop in service quality and increased handling times, negatively impacting customer satisfaction scores. The overall decline in service quality and efficiency led to client dissatisfaction, straining client relationships.
Approach: Advanced Reporting and Innovating an AI Solution
DATAMARK proposed a comprehensive solution incorporating advanced technology and innovative tools to amplify the client’s contact center workflow. Business Engineers utilized Power BI to conduct an advanced reporting audit to pinpoint the root causes of agent fatigue and inefficiency.
Likewise, Business Engineers designed a Generative AI Knowledge Base tool that leverages Microsoft Azure. The AI Knowledge Base listens to customer calls and provides real-time solutions to each agent. This eliminated the need to navigate multiple KMS sources with a single source of truth in place.
Moreover, through rigorous analysis, Business Engineers identified documentation gaps to determine whether agents had access to the most up-to-date and accurate information. The analysis also tested the AI Knowledge Base’s ability to extract useful data from documents accurately.
Another key differentiator highlighted by business engineers during the AI Knowlege Base’s development was its compatibility with any CCaaS platform. As a CCaaS-agnostic solution, the AI Knowledge Base can be customized to meet client needs, regardless of contact center operating hardware.
The Solution: Deploying The AI Knowledge Base as a Single Source of Truth
DATAMARK’s AI Knowledge Base was deployed to a handful of agents at a time while the operations team monitored its practical implementation in the field and audited for quality.
The AI Knowledge Base analyzed ongoing calls and provided immediate resolution to customer inquiries by combing agent databases and then pulling and pre-populating valuable data into an agent’s notification window, significantly reducing response times for our client.
Subsequently, the AI Knowledge Base was established to act as the single source of truth. It works by consolidating information from multiple KMS and providing consistent, accurate data. The AI Knowledge Base then pushed real-time updates through pop-up notification windows, ensuring agents always had the latest updates without the need to search multiple sources.
Results: Enhanced Service Quality and Efficiency by Driving AI Innovation
Implementation of the AI Knowledge Base saw a 20-second decrease in average handle time (AHT), from 313 seconds to 293 seconds, allowing agents to successfully resolve customer inquiries more rapidly.
Service levels rose by 7.4%, from 84.5% to 91.9%, improving the average speed of answer (ASA) and operational efficiency of the contact center workflow through the use of our AI Knowledge Base.
The call abandon rate also improved, dropping from 2.5% to 1.64%. This reduced the frequency of dropped calls and improved the quality of service we were able to provide to our clients.
Additionally, service quality significantly increased from 88.23% to 94.97%, ensuring top-notch service delivery and boosting customer satisfaction for our client.
Conclusion
Our AI Knowledge Base proved to be a cost-effective solution for our client, who remains a trusted partner to this day. By focusing on continuous improvement and real-time solutions, DATAMARK’s approach to innovating a custom AI solution for our client demonstrates a substantial impact on operational excellence and customer service quality.
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