Overview
The customer is a leading Petrochemical Retailer brand based in India. The customer is valued at $10 Bn with Retail outlets (RO); warehouses, depots, Trans-connect centers, and terminals, which total 1562 units. ACL Digital has provided Chatbot for improved utilization of service desk agents and reachability across all Sites and End Users of the client.
Challenges
To reduce the number of calls landing at the Service desk where only guidance was given to End users
Enabling end users to get the status/information on existing open tickets, price changes, etc., without the involvement of service desk agents
Improving the productivity of service desk agents
Benefits
Chat Bot is active 24*7 to engage customers who expect an instant response for categories like "Price Change, Mode of Payment (MOP), and Ticket Status, etc..” hence reducing the call flow at the service desk where only guidance was provided to the customer
- Enhanced customer experience
- Overall, 20% call reduction
- Improved utilization of service desk agents
- Improved reachability across all Sites and End Users
- Customer satisfaction
