Prior to engaging Uniphore, this Fortune 100 insurer had built an award winning digital platform to serve customers. Their customers, however, were calling in to place their roadside service requests, simply out of habit. Our client was looking for the right way to guide their callers to effortless and successful self-service interactions. While they wanted to boost self-service, they cared deeply about the customer experience and wanted to learn and improve CX and self-service rates on an ongoing basis.
Uniphore’s Customer Service Automation Platform, Uniphore Interact, was used to integrate the client’s voice platform with their award-winning digital experience on their website to deliver a multimodal visual IVR.
The visual IVR doubled down as a multimodal virtual assistant enabling the caller to engage over voice as well as over the web to effortlessly complete the intake process.
This meant that more customers self-served digitally without having to speak to an agent. Those who connected with an agent did so over a shorter call as the customer’s journey context was shared with the agent thereby reducing average handling time.
Using the granular reporting and analytics provided by Uniphore’s customer service automation platform, the client is finding additional opportunities to boost digital adoption and acting on those opportunities with precision and agility. The result, that digital adoption rate keeps getting better.