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How to Automate Your ecommerce Contact Center?
Deliver Multiexperience Using a Low Code Automation Platform
Skand Bhargava, Practice Director
Our client is a global market leader in the logistics industry servicing international courier, parcel, and express mail.
Their ecommerce division provides international and domestic standard parcel delivery for business customers and online businesses. Inspired by innovation and committed to service excellence, our client formulated a digital adoption initiative to support the growth of their ecommerce business without growing their contact centers.
The initial implementation saw a drastic decrease in customer contacts in the very first week! The solution continues to hold strong in delivering effective self-service for their customers while creating capacity for their agents. The client has enhanced the virtual agent by adding support for additional intents, languages from the comfort of the no-code designer provided by Uniphore.
According to McKinsey & Company, ecommerce has seen 10 years’ worth of growth in just 3 months during the pandemic. While our client’s ecommerce business and package tracking interaction volume have grown drastically, thanks to our personalized intelligent virtual agent, customers are able to benefit from effortless self-service; the contact center operation goes on without skipping a beat, meeting the business needs without having to grow in proportion.