ALTEN Group Case Studies Sharing

ALTEN Spain deployed machine learning to implement a dispatching bot for a leading global provider of office equipment. The bot automates the management of calls and optimizes remote dispatching of technical support to enhance the quality and speed of customer service, while reducing the need for human intervention and increasing operational efficiency.

ALTEN’s client – a global leader in office equipment – sought to optimize operations in Europe by increasing the rate of successful remote resolution while reducing on-site support costs. The solution focused on moving from traditional call dispatching – which was handled manually and therefore was time-intensive and lacked scalability – to an approach powered by machine learning. ALTEN developed a dispatching bot that could automate call routing 24/7 while adapting to real-time status updates on the office equipment. This helped to optimize operational efficiency by providing a seamless support experience, improving the speed of decision making and enhancing the quality of responses; in doing so, customer satisfaction was significantly increased.

Challenge: Enhancing the quality and speed of customer service by automating call management and optimizing remote technical support 

Solutions:An AI bot for call dispatching with the capacity to provide remote incident resolution, reducing intervention time and enhancing decision-making speed while maintaining expert-level quality

Benefits:

  • 24/7 availability 
  • Speed and quality  
  • Scalability 
  • Reduced operational costs 
  • Heightened operational efficiency 
  • Continuous Learning 

Key performance indicators 

  • Remote incident resolution rates improved by over 4 percentage points 
  • Support costs reduced by an estimated 20-25% by minimizing human intervention  
  • Approximately 8,000 lines of code generated 
  • Customer satisfaction key service quality metrics increased by more than 15% 
  • Incremental efficiency gains – reduced error rates and increased accuracy of dispatching decisions – through ongoing improvement of machine learning model

Perfect partners

A world leader in office machine services, ALTEN’s client prides itself on applying innovative technologies to facilitate workplace efficiency, helping people and companies to adapt to new ways of working. In ALTEN, they found the perfect partner for the challenge at hand: to improve the quality and speed of responses to call center cases. The team began to work together with three principal objectives: 1. to increment the ratio of remote call resolution; 2. to minimize the cost of online support; and 3. to improve customer satisfaction.

The technology behind the bot

ALTEN found that they could effectively address these objectives using Azure machine learning to implement a dispatching bot. Natural language processing was applied to contribute to the bot’s accuracy; Python programming language to offer versatility; and MySQL to enable the bot to handle large volumes of data. Totally automated, the bot’s 24/7 availability eliminates the need for personnel shifts. And because the dispatching bot performs tasks extremely rapidly and accurately, it improves operational efficiency while heightening the accuracy of dispatching decisions. In this way, it enhances the expert quality assurance the company is known for. In addition, the bot monitors status in real-time to build its technical support, incorporating status updates and parameters on a continuing basis.

Better bot, better business

In short, the call dispatching bot provides a significant reduction in intervention times and costs while boosting customer satisfaction. Its implementation has resulted in an improvement in the key performance indicators for remote incident resolution by more than four points. The machine learning model continues to improve and re-adapt as new data is fed into the system, further enhancing the bot’s success. ALTEN Spain and the client continue to explore innovative strategies for operational optimization through AI, identifying relevant uses for their business.

 

For more information, please visit AI and Machine Learning or contact us via marketing@cienet.com.