Case Study: Jemena achieves 34% call deflection with STARTEK AI voice bots and IVR

Jemena cuts call deflection by 34% with STARTEK

The customer, Jemena, a leading Australian energy distributor, faced the challenge of high call volumes and sought to modernize its call center to improve customer and employee experience. To address this, vendor STARTEK implemented a digital transformation solution utilizing natural language voice bots and an interactive voice response (IVR) system.

STARTEK's solution involved developing four voice bots with over 112 intents and deploying a top-tier IVR with outage messaging. This implementation successfully deflected 34% of calls via the virtual agent for electricity faults and emergencies. Additionally, STARTEK's solution reduced the average handle time by 100 seconds within the first six months, significantly enhancing customer experience.

Jemena