Increased chat containment by up to 5%, where thousands of conversations were resolved without transferring to a member service agent.
Increased response time by more than 65%, reducing the instances of chat drop-offs by over 50%.
An optimisation of agent efficiency through the streamlining of inquiries, reducing handle times and handoff friction between the IDA and member service agent.
Higher member engagement via the availability of a 24/7 IDA that addresses more than half of member support requirements.
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