Case Study: Global BPO Provider achieves 66% query containment and 40% faster call handling with Humley’s Agent Assistant

Global-BPO-Provider Humley's agent assistant to improve contact centre experience & efficiencies

Global BPO Provider, responsible for pension services, was looking to improve customer experience and contact centre efficiencies while reducing the long 4–6 month ramp-up time for new agents. The organisation had already implemented Humley’s Conversational AI Assistant for scheme portals and sought to extend Humley’s capabilities into the call channel to better support agents and members.

Humley deployed its Agent Assistant via a bespoke webpage to give agents a single, secure source of truth with FAQ-style responses, call scripts, decision trees and scheme selection. The Humley solution delivered measurable impact: 66% query containment, a 40% reduction in average call handling time, a 4/5 agent satisfaction score, and over 70% of agents reporting the assistant helped them resolve calls—reducing repeat callers and speeding time to competency.