Case Study: UK media & internet provider cuts contact centre call times from 30 to 12 minutes with Humley’s Conversational Assistant

UK Media Internet Provider Deploy Conversational-AI to Transform Business Customer Support

UK Media Internet Providing Company, one of the UK’s largest media, mobile and internet service providers, needed to improve business-customer experience and reduce pressure on its contact centre. They partnered with Humley to deploy a 24/7 Conversational Assistant (via Humley Studio) on their web support pages to handle service, billing and fault enquiries and triage requests to agents when needed.

Humley ingested existing FAQs and knowledge sources and used NLP/ML to deliver fast, relevant responses, route customers via LivePerson integration, and match queries to the best-skilled agent. The Humley solution reduced contact-centre call times from 30 to 12 minutes, achieved 50% first-time resolution, delivered 66% average positive customer feedback, and freed agent time while improving customer satisfaction and KPI monitoring.