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Implemented Conversational AI solutions
Client Objectives
• Reduce customer service costs.
• Mine customer interactions to discover
patterns and insights – i.e., truly listen to
the voice of the customer.
Challenges
• Complex process required associates to
spend lots of time on after-call activities.
• Associates required to access multiple
applications, distracting them from focusing
on customers.
Firstsource Solution
• Chatbots to handle simple, transactional
customer interactions.
• Voicebot and conversational AI for virtual
agent self-service and conversational
assistance.
• Agent-assist solution to provide associates
with real-time advice.
• Automation of after-call activities.
Business Outcomes
• $6M annual savings through AI and
automation
• 20% fall in AHT
• 80% drop in after-call work time
• 18% reduction in FTEs
US managed
healthcare
company
$6M
cost savings
$