Loop AI Group Cognitive Computing
7 Case Studies
Case Study: Hewlett Packard Enterprise boosts contact centre performance with Loop AI Group Cognitive Computing
A Loop AI Group Cognitive Computing Case Study
Hewlett Packard Enterprise - Customer Case Study
Hewlett Packard Enterprise worked with Loop AI Group Cognitive Computing to improve inbound contact centre performance in the telecommunications industry. The customer’s challenge was routing caller requests to the right agent more effectively than traditional queue-based or skills-based routing, which relied on hard links between agents, queues, and manually maintained skills profiles.
Loop AI Group Cognitive Computing implemented Loop Q, a cognitive routing platform running on a custom HPE Apollo 6500-based appliance, to learn from two years of historical call data and continuously infer each agent’s micro-skills. The solution matched incoming requests to the most qualified agent, delivering a 40% improvement in first contact resolution, a 50% reduction in transfer rate, and a 16% improvement in agent utilisation while protecting the customer’s legacy system investment.
Open case study document...