200+ customer service and
CX projects implemented
320+ million calls/chats
handled each year
By delivering unequaled KPI results for the convenient & personalized Experience the users seek, Enelaitm is boosting numerous Contact Center metrics:
- Self-Service rate
- Issue Resolution
- First Contact Resolution
- Customer Satisfaction
- Lower AHT (Handling time)
- Lower Hold times
- Customer Retention
- Improved Cross-Sales Success rate
Case Studies
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% immediate drop in the number of inbound calls due to increased Call
- Resolution
- Contact Center’s Average Handling Time (AHT) was decreased by 18%
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)
- 11% 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
Telecom Operator Chatbot – 7 million chats per year
Major telco deployed our chatbot on multiple digital channels for customer service, sales promotion and campaigns.
- 92% self-service in the chatbot
- 13% 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)
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)