Capacity
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Case Study: Electrolux improves call containment and reduces AHT with SmartAction virtual agents
A Capacity Case Study
Electrolux - Customer Case Study
Electrolux, the global home appliance manufacturer behind brands like Frigidaire and AEG, wanted to reduce repetitive work in its contact center. The company was handling large volumes of routine calls such as account verification, product authentication, and customer/product registration, and its existing IVR was too limited to expand affordably. Electrolux chose SmartAction’s AI-powered virtual agents to improve self-service and free live agents from repetitive tasks.
SmartAction implemented cloud-based conversational AI virtual agents integrated with Electrolux’s customer database, starting with a low-risk pilot before expanding to production. After six months, the solution was fully containing about 60% of eligible calls, with additional callers routed or transferred as needed, and virtual-agent AHT was just under two minutes. Live-agent AHT dropped by almost two minutes, reducing handle time and enabling agents to focus on higher-value customer issues.
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