Case Study: a contact centre providing company improves customer satisfaction and reduces contact volume with Warwick Analytics PrediCX

Contact Centre uses the latest in AI to improve customer outcomes, set KPIs & reduce volume

The contact centre providing company faced the challenge of improving customer outcomes and understanding performance variations between its agents across thousands of daily contacts. To address this, it turned to Warwick Analytics and its PrediCX machine learning platform to gain real-time insights and automate the classification of customer interactions.

Warwick Analytics implemented its PrediCX platform to build accurate models for automatically classifying interactions in real time, identifying customer sentiment and specific intents. This solution provided agents with real-time guidance and allowed for the redesign of coaching plans and customer journeys. The results were significant, including a 20% increase in customer satisfaction, a 5% reduction in contact volumes, and a 25% increase in efficiency. The analysis also revealed that 41% of all contact was avoidable, paving the way for automation and major cost savings.