Challenges:
- Call Surges: High call volumes led to long wait times and 20% call drop rates at IVR due to delays.
- Attrition: High employee turnover impacted service consistency and increased costs.
- Performance Issues: Bottom quartile performance required constant oversight.
- Inefficient IVR: 50+ second IVR delays frustrated customers and increased abandonment.
Approach by Exela:
- Zero-Cost AI Deployment: Introduced AI-driven voice agents to manage high volumes, reducing reliance on human agents.
- AI Routing: Replaced IVR with AI-powered routing, reducing wait times to under 10 seconds, with 80% of calls handled quickly.
- Self-Service Expansion: AI handled 20% of queries through self-service, growing month by month.