HomeServe Delivers Exceptional CX and Identifies Call Reduction Opportunities of 13% with Verint

Solution

Transforming speed of insight from Verint Speech Analytics

With Verint Speech Analytics powered by Verint Da Vinci AI, which provides unmatched transcription and comprehension accuracy, HomeServe is harnessing interaction data from Verint Engagement Data Hub. This has enabled the leading home assistance and home efficiency provider to enhance its speech analytics categorisation model and automate reporting for more robust and intuitive detailed interaction analysis.

Following improvements to its category model, HomeServe engaged with Verint consulting experts to build a suite of reports. The result was greater CX automation in the form of automated insights from customer interactions.

In turn, HomeServe gained a 360-degree view of its telephony lines/skills and call profiles, with unprecedented insight across its telephony environment into why customers call. “This revolutionised the way we extract insight–quickly, accurately, and at scale–all without time-consuming call listening,” says Mobley.

The customer interaction insights also provide the foundation for new capabilities. By leveraging real-time insights, HomeServe can reimagine the customer experience, elevating service in the moment during the interaction.

Automating quality assurance

HomeServe’s innovation didn’t end there. Next, it focused on new ways to access data and insights across the contact centre. This was particularly important since the percentage of calls automated through front-end bots had increased to over 20 percent of new claim volume, and over 60 percent of all calls are now being answered by the front-end bot.

“We wanted Verint Speech Analytics to help us ‘quality assure’ this automated interaction,” adds Mobley. “In other words, automate the automation.”

A new telephony hierarchy was incorporated to help address this need. Every time a customer talks to the HANA bot, HomeServe’s digital assistant, and explains the purpose of the call, the response is defined as an ”intent.” These intents are built on language, with each one categorized in a similar vein and having specific telephony routing.

Working with Verint, HomeServe created bespoke categories in Verint Speech Analytics. With a category for each intent, the company can effectively measure the percentage accuracy of each intent. This, then, translates to a ”score” and forms a QA model for HANA.

“Verint Open CCaaS Platform and best-of-breed Verint Speech Analytics is driving CX automation, powered by AI and data,” says Kieron Homer, Director of Commercial Operations at Homeserve. “It provides us with the insights to make process improvements, reduce call transfers, increase call deflection through automated channels, and mitigate risks associated with automatically routing customers. Essentially, it gives our business confidence that customers are directed to the correct place.”

Driving more business value from data

Previously, HomeServe identified contact center process improvements by manually listening to calls. Employees analysed different areas, such as sales, service, and retention, and built call ”cross-sections” indicating why customers were calling. Significant effort was then applied to understand the experiences of these customers.

HomeServe’s speech analytics categorisation model is now aligned across the company’s voice of the customer tools. As a result, the organisation can more effectively match call data with customer experience data.

This enables HomeServe to efficiently identify the conversations and journeys driving the lowest and highest customer satisfaction scores. The outcome is a holistic picture of satisfaction in a fraction of the time that it previously took to complete an analysis.

“The enriched data thanks to Verint Speech Analytics and Verint Engagement Data Hub is helping leaders make informed, data-driven decisions to deliver positive customer outcomes and improved efficiencies through our customer experience program,” notes Homer.

HomeServe also recently used Verint Speech Analytics’ interaction metadata to create a visual map of call flows throughout its entire contact centre operation. This helped the company quickly and easily articulate areas where call transfers are an issue, as well as identify cost reduction opportunities of more than £250,000. “We’re introducing a collaborative approach to analysis, breaking down operational silos and optimising the use of data to build powerful stories,” says Craig Metcalfe, Analysis & Improvement Manager at HomeServe.