With the rise of e-commerce, ensuring a high-quality customer service is becoming a key challenge for enterprises.
Dans ce contexte, les centres d'appels jouent un rôle de plus en plus stratégique.
Les centres d'appels représentent un poids important pour les entreprises - jusqu'à 7% des coûts opérationnels pour une entreprise du CAC 40.
Cependant, seuls 8% (source : "Closing the delivery gap" - Bain) des clients pensent recevoir un service de qualité supérieure en appelant un centre d'appels.
Artefact is building the call centers of the future: 3 AI-powered solutions for 3 benefits
AMÉLIORER LA SATISFACTION CLIENTS
Garantir un meilleur niveau de satisfaction client tout au long de la chaîne du call center.
IMPROVE QUALITY OF SERVICE
Coach each of your agents with personalised insights to improve the quality of service
REDUCE OPERATIONAL COSTS
We work with you to automate low added-value requests to focus on more complex tasks
Michel TOURNIÉ - Responsable des projets Data et Digitaux, MAIF
Client Case: Speech Analytics solution with MAIF – INSURANCE COMPANY
“Artefact developed Natural Language Processing (NLP) algorithms to understand customer call topics. It helped us identify new selfcare functionalities to develop on the MAIF website. Thanks to this, we obtained good insights of what our customers really need through the analysis of their calls.”
Key benefits:
– 1.3M calls (20%) calls identified as avoidable because they are low added-value requests for the agents.
– +15 new online features to be integrated in the selfcare roadmap that answer these low added value requests.
SPEECH ANALYTICS : Générer des informations commerciales exploitables à partir des enregistrements d'appels
Nous vous aidons à analyser les conversations des clients ou des agents afin de comprendre les raisons des appels générés. Nous vous recommandons ensuite des processus et des solutions pour les réduire au minimum. Ce que nous vous proposons :
Raisons de l 'appel: Nous comprenons pourquoi les clients s'adressent à vos centres d'appels et anticipons leurs besoins.
Customer Satisfaction: We measure customer satisfaction and identify and address the root causes of dissatisfaction to prevent it.
Quality Monitoring: We assess agent performance in order to help them improve their quality of service.
Value:
Avoid up to 20% of calls by addressing new customer needs with more than 15 new online features identified from customer call insights.
AI COACH : accompagnez vos agents en temps réel grâce à un assistant vocal
Diagnostic des demandes des clients : Réduisez le temps nécessaire à vos agents pour identifier les demandes des clients.
Script guidé : Assurez-vous que l'agent suit le bon modèle de résolution contextualisée.
Information retrieval: Automatically display the information requested by the customer.
Value:
+10% du taux de résolution au premier appel (moyenne des clients Artefact).
Automated support: automate first level support and pre-qualify complex requests.
Qualify customer request: Replace the traditional IVR systems to welcome customers and qualify inbound requests.
Answer simple requests: Automate the 1st level of support for all low-value requests.
Route the request to the best available agent: Identify and route the more complex requests to the most appropriate agents.
