Case Study: Efecty cuts phone volume 48% and automates 2.5 million queries with Engageware Virtual Agent

Efecty cuts phone volume 48% and automates 2.5 million queries with Engageware

Efecty faced a challenge where 99% of customer interactions occurred over the phone, requiring advisors to search Excel spreadsheets for answers, which slowed response times and created friction. They turned to Engageware, implementing its Aivo virtual agent solution.

Engageware's solution automated customer service, resulting in a 48% decrease in phone calls in the first year, with 52% of interactions handled by the virtual agent. The measurable impacts include automating 2.5 million queries, achieving a 95% resolution rate, and reducing average service time from 1 minute to 41 seconds, with less than 1% of queries escalating to a human agent.

Efecty