Case Study: AAA Auto improves call routing and customer satisfaction with CallMiner OmniAgent

AAA Auto improves call routing by 88% with CallMiner

AAA Auto, a car center network operating in multiple European countries, was using a voicebot and chatbot solution that limited its ability to implement campaigns and update call scripts. The company needed a replacement that was easy to use, offered more possibilities, and provided high-level reporting. To solve this, they selected the CallMiner OmniAgent solution.

CallMiner implemented a voicebot that handles customer requests in four languages and conducts NPS campaigns. The solution correctly identified over 88% of call topics and achieved a 35% reduction in unrecognized requests. Key results included an 88% success rate in call routing and over 1,200 customers completing the NPS questionnaire, demonstrating a significant improvement in operational and customer experience metrics for AAA Auto.

AAA Auto