Case Study: KRUK Group achieves 23% call volume reduction in its call center with SentiOne voicebot

23% call volume reduction in the KRUK call center thanks to SentiOne voicebot

KRUK Group, a market leader in debt management, needed to support and improve its call center—particularly after hours—by shortening wait and servicing times and freeing agents to handle complex cases. SentiOne was engaged to deliver a custom chatbot and voicebot solution to automate routine client inquiries and improve overall service quality.

SentiOne deployed integrated voicebot and chatbot systems with CRM integration, a dialog manager and analytics to verify and authorize clients, handle debt-status and payment-deadline queries, and escalate complex requests to agents. The solution cut call center volume by 23% by handling that share of incoming requests without agent involvement, delivered zero reported bugs or outages, shortened total servicing times, and will be expanded by SentiOne to cover additional processes.

KRUK Group

Ewa Kurek-juś

Director of Telephone Customer Service