Case Study: TPT Retirement Solutions improves UX and reduces contact centre enquiries with Leadoo AI

TPT Retirement Solutions reduces contact centre enquiries by 32% with Leadoo

TPT Retirement Solutions, a UK-based pensions provider managing £9.6bn in assets, faced the challenge of improving the online customer journey and reducing the burden on its administration teams caused by repetitive member enquiries. To address this within the highly-regulated financial services industry, they partnered with vendor Leadoo and implemented its AI tools, including a 'PensionBot' chatbot.

The solution implemented by Leadoo used AI to instantly answer user FAQs and funnel different website audiences to the correct information, allowing users to self-serve. This resulted in a 32% reduction in contact centre enquiries. The AI responses achieved a 92% user acceptance rate, and 38% of all website visitors engaged with the Leadoo AI tools, successfully streamlining customer service and enhancing user experience.

TPT Retirement Solutions