Loop AI Group Cognitive Computing
7 Case Studies
Case Study: Hewlett Packard Enterprise boosts back-office efficiency with Loop AI Group Cognitive Computing
A Loop AI Group Cognitive Computing Case Study
Hewlett Packard Enterprise - Customer Case Study
Hewlett Packard Enterprise, in the insurance and financial services industry, needed a better way to route inbound back-office requests to the most expert agents. Its older queue-routing approach by competence center was causing long wait times and agent frustration. Loop AI Group Cognitive Computing’s Loop Q cognitive platform was used to address this challenge.
Loop AI Group Cognitive Computing implemented Loop Q to analyze historical tickets, Q&A, documentation, compliance logs, and audit logs to identify agents’ micro-skills and match each new request to the best available expert. The result was a 32% reduction in average resolution time and a 60% optimization in internal task transfers, while preserving the client’s legacy systems investment.
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