Scandinavian pet insurer, Agria Djurförsäkring, is using Artificial Solutions’ technology to help reduce inbound calls and emails and provide 24/7 customer service.
Currently, the 30 strong customer service team answers on average 1,200 calls and 150 emails every day. Wanting to extend the service it provides to its customers beyond its opening hours, it decided to implement a combination of Teneo Virtual Assistant Kattis and Teneo Email Optimiser to answer queries. Agria hopes to reduce inbound customer queries to its call centre by 20 per cent.
“Maximising the use of online resources is key to improving customer satisfaction, whilst lowering call centre costs,” says Fredrik Degerman, traffic manager at Agria. “We chose to work with Artificial Solutions because their technology makes it easy for us to maintain and add new knowledge to Kattis ourselves and not be reliant on third party contractors or specialist linguistic experts.”
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