Case Studies
Enelai platform becomes the point where customers make first contact with an Enterprise, and greatly affects multiple metrics of a Contact Center:
Issue Resolution
First Contact Resolution
Self-Service rate
Customer Satisfaction
AHT (Handling time)
Hold times
Customer Retention
Cross-Sales Success rate
By delivering unequaled KPI results for the convenient & personalized Experience the users seek, each Enterprise enjoys multiple improvements in all Contact Center metrics.
Telecom Operator with 60 million calls per year
Major telco deployed our seamless customer engagement platform offering self-service options for most Intents, and reducing agent handling time.
Self-service reached 56% within 6 months - increased more than 230%
Speech recognition accuracy 94% (6% WER) - over 900 Intents covered
12% drop in the number of inbound calls due to increased Call Resolution
Contact Center’s Average Handling Time (AHT) was decreased by 18%
56%
self-service
12%
fewer calls in Contact center
94%
correct recognition
Bank with 6.5 million calls per year
Increased self-service and IVR containment, while seamlessly transitioning customers from the IVR to the Virtual assistant (chatbot) in the website.
86% call containment
93% correct recognition (7% Word Error Rate)
16% increase in First Call Resolution
94% successful completion of the self-service dialogues
19% drop in customers’ Repeat Calls
16% of IVR calls are deflected to the Web Chatbot
94%
completion of self service dialogues
16%
fewer calls in Contact center
93%
correct recognition
Telecom Operator Chatbot – 7 million chats per year
Major telco deployed our chatbot on multiple digital channels for customer service, sales promotion and campaigns.
93% self-service in the chatbot
15% decrease in the inbound calls of the call center
65% Promoters in NPS surveys
3.5% of chats include purchases (airtime, upgrades, campaigns and others)
93%
self-service
15%
fewer calls in Contact center
65%
NPS score (Promoters)
Voice Biometrics 2-factor authentication in Banking
Major Bank deployed our AI Voice Biometrics to be used as an authentication factor during customer authentication in IVR
88% successful user authentication (2-factor) completed in the IVR
AHT (Average Handling Time) was decreased by 51 sec
Average talk-time of the agent per call was decreased by 40 sec
16% increase in customer satisfaction (CSAT surveys)
88%
Authentications completed in IVR
