Global Tech Leader Cuts Calls to Live Agents by 43% Using Routing With AI

One of the world’s largest technology companies. It needed to deliver a customer support experience that matched its tech-forward reputation.

After implementing an interactive voice response (IVR) solution with a leading CCaaS provider, this company realized 60% of its inbound support calls were routed to the wrong agent group, particularly in the online store IVR. The IVR often misrouted these calls to sales agents, who either transferred the calls or spent their costly minutes attempting to resolve customers’ issues. To reduce support costs and increase resolution speed, the company needed a system that could detect intent and route inbound tech support calls to the best-fit resource: live agent, chatbot or self-service. It also needed to deflect simple issues into digital channels before they ever reached the contact center.

Contact Center Deflection Using AI

The company engaged CSG to implement the conversational AI solution in CSG Xponent, a customer engagement platform.

Xponent uses natural language processing to analyze customer responses in the IVR. Combining this analysis with customer account information and behavioral data, the conversational interface understands customers’ needs and responds with the utmost accuracy. The tech company has its own AI and ML models; CSG's engineers and linguistic experts have adopted those models and customized them to push the intent accuracy from the company’s 80% baseline to as high as 98% for certain inputs. The system deflects calls by referring customers, with precision, to the right self-help content on the company’s website according to their needs. And when a live agent is still necessary, Xponent uses the underlying customer intent to route the customer to the right agent group.

The company has now scaled this solution across numerous languages and product lines, delivering fast, personalized and effortless experiences across the enterprise.