Case Study: Rest improves 24/7 member support with Creative Virtual

Rest - Customer Case Study

Rest, one of Australia’s largest superannuation funds, wanted to better engage its digitally savvy members, many of whom are under 40 and begin their journey on the Rest website. To improve customer experience, uncover pain points, and provide 24/7 support without adding FTE cost, Rest partnered with Creative Virtual to deploy a website virtual agent.

Creative Virtual implemented a V-Person virtual agent named Roger in just 11 weeks, placing it in the website header and continuously refining the knowledgebase after launch. The solution quickly answered 95% of questions within two months, saved 25% of surveyed customers a call to the call centre after six months, and had handled over 330,000 questions by April 2018, helping Rest earn innovation awards and later integrate the virtual agent with live chat and Google Home.

REST

Beth Parkin

General Manager