Case Study: RetireAustralia improves enquiry handling with Natterbox Conversational AI

RetireAustralia handles 27% of calls with Natterbox AI

RetireAustralia, a leading owner and operator of Australian retirement villages, partnered with Natterbox to address a high volume of routine inbound calls that were limiting their contact center's capacity. Their challenge was to handle these enquiries more efficiently without compromising the quality of the customer experience, freeing their team to focus on high-value conversations with prospective residents.

Natterbox implemented a Conversational AI solution that integrated with Salesforce to handle initial call interactions, answer routine questions, and triage calls. The results were significant, with 27% of all calls handled end-to-end by the AI and a low 7% escalation rate to human agents. This solution provided the RetireAustralia team with more capacity, leading to a measurable increase in appointment activity and faster response times for prospective residents.

RetireAustralia