![]() ![]() ![]() And, with more than 70% of customer interactions occurring within the customer care team, the Contact Centre is a hotbed of information that can make an organisation smarter. ![]() The bad experiences can be limited, and their impact reduced, with actions across product, brand, and customer success teams that preserve the relationship with the customer, and ultimately mitigate the risks to the business.Ĩ5% of consumers say it only takes one bad customer experience for them to stop doing business with a company. Good experiences are promoted, and customers are more likely to return and spend. “Eir’s digital transformation programme is an excellent example of this and our partnership helps them ensure that as many high-volume but straightforward tasks as possible are being automated.Business success is reliant upon your customers, and the experiences they have – good and bad. Many are burdened by simple, repetitive tasks when they could be taken care of by robots,” said Rebecca Keenan, global head of intelligent automation at Expleo. “Businesses are seeing huge value not just in automation, but hyperautomation. The company said the robotics programme had improved things significantly, increasing its customer satisfaction rating by 22 points in 2022, and cutting complaints by 65 per cent. According to the most recent report from the Competition and Consumer Protection Commission (CCPC), Eir topped the list for customer complaints referred to the consumer body last year.Įir also appeared before the Oireachtas Joint Committee on Transport and Communications Networks in 2020, with then-chief executive Carolan Lennon apologising for the company’s customer care issues. The telecoms operator has come under fire in recent years for its customer service. We partnered Expleo with to implement a transformational robotics programme.” By automating many of our processes, we can improve the outcome for our customers and the agents who work with them. “Eir has undergone a huge IT transformation in recent years, implementing new systems to provide best-in-class care journeys for our customers. Since the technology has been deployed, Eir’s figures put the average call waiting time below three minutes. Using robotic process automation, Expleo has enabled customers to manage these requests online, around the clock, without having to wait on hold for customer care unless they would rather talk to someone on the phone.Įxpleo said the technology allows the company to process more than 10,000 customer requests each month, and almost three-quarters are fully automated. Of the thousands of calls received by Eir every day, just under 20 per cent related to 13 common processes – moving home, adding authorised users, changing installation appointment dates, and so on. The project sees Expleo’s technology used to deal with common requests made by Eir’s customers, eliminating the need for customers to contact service agents, and freeing them up to deal with other, more complex queries. Telecoms operator Eir has agreed a €1 million deal with tech consultancy company Expleo to help improve customer service through the use of artificial intelligence and robotics technologies. ![]()
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