Case Study: Callzilla Increased Speed of Resolution With Creovai

Challenges

Callzilla first discovered Creovai when looking for a new conversation intelligence and quality monitoring solution.

According to Neal Topf, President of Callzilla, the quality of their previous vendor’s product and customer service had declined as that company grew, and Callzilla wanted to work with a vendor that could serve as a true strategic partner.

Solution

Today, Callzilla is using Creovai Conversation Intelligence for most of their client base, enabling them to monitor call quality at scale and giving them actionable insights into agent performance and the customer experience.

After seeing success with Conversation Intelligence, Callzilla also chose to invest in Agent Assist: Creovai’s AI-powered real-time guidance software.

While Conversation Intelligence helps Callzilla uncover insights to improve agent coaching and inform CX decisions, Agent Assist helps improve call outcomes in real time.

It uses AI to analyse conversations as they happen, provides agents with relevant information and coaching, suggests disposition codes, and automatically generates call summaries.

“Agent Assist is so important to us because it allows us to resolve customer problems quickly while accurately capturing information about the interaction.

We’ve found giving our agents this real-time guidance translates to higher resolution rates, faster completion of service, and fewer errors,” said Neal Topf, President of Callzilla.

Results

Callzilla is currently using Agent Assist to support one of their clients: a publicly traded consumer packaged goods company. Their initial goals were to speed up resolutions and reduce errors in call documentation.

Before Agent Assist, agents were responsible for manually entering disposition codes, customer information collected during the interaction, and call summaries.

These tasks are prone to human error in any contact centre, and errors can hinder a contact centre’s ability to improve future interactions. In some cases, they can directly contribute to negative customer experiences, especially when agents act on inaccurate information from customers’ previous interactions.

“The disposition code error rate could be as high as 20% before Agent Assist,” says Topf. “Now, we’re under 1%. That’s a monumental improvement.”

In addition to reducing errors, Agent Assist has helped reduce average handle time and after-call work, though Topf notes that for Callzilla and their client, accuracy is a bigger priority than speed.

“We’ve absolutely seen time savings, but for this client, the biggest KPI is error reduction, and Agent Assist has delivered on that.”

This blog post has been re-published by kind permission of Creovai – View the Original Article

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About Creovai

Creovai exists to improve customer and agent experiences through powerful software solutions, purpose-built for the modern contact center. We believe customers shouldn’t dread reaching out for assistance—and agents shouldn’t dread handling complex customer interactions. Our Intelligence and Guidance technology equips contact centres with conversation insights that improves their ability to make decisions,  elevates service standards, and provides real-time guidance to help agents assist customers with ease. Visit Creovai's website for more information on how we can help you deliver contact centre excellence.

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Author: Creovai
Reviewed by: Jo Robinson