Saved 1000+ staff-hours/month with 50% of the case resolution automatic through auto-decision framework.
Appcino April 24, 2020

Saved 1000+ staff-hours/month with Auto-Case Resolution

Publicly owned regional Toll Company - Customer Service

Key Success Reason

Wisdom & foresight in planning, designing & executing scalable architecture to cater huge volume of requests with each request connecting to multiple systems.

Impact & Solution

  • Resolution of 2000 customer queries, feedback or problems every month each month coming from different channels (website, emails, phone calls, self-service) to the customer service team.
  • Integration with all central systems to extract information needed for case resolution.
  • Auto Replies, auto solution recommendation based on customer query, freeing customer representatives for high valued and complex interactions are just some of the solution components.