Case Study: Startek reduces handle time and boosts CSAT with PixieBrix

STARTEK cuts handle time by 100 seconds with PixieBrix

STARTEK, a global provider of customer experience management solutions, faced the challenge of improving agent proficiency and meeting high customer service expectations in their contact centers. They sought an AI-powered, secure, and flexible solution to guide agents through complex workflows for their telecom and cable clients. To address this, they implemented PixieBrix, a generative-AI powered low-code platform for providing contextual guidance.

By embedding PixieBrix, STARTEK integrated AI-powered guidance directly into agent workflows. This solution delivered significant results, including a 25% increase in Net Promoter Score (NPS) and a 100-second reduction in average handle time (AHT). Additionally, PixieBrix helped streamline onboarding, making new agents proficient 40% faster and allowing over 1,000 agents to be onboarded within the first nine months.

STARTEK