Fortune 100 FinTech Reduces AHT by 8% with CX/EX Scoring Bot

The FinTech provides a higher quality customer experience by providing agents with real-time feedback and supervisors with data insights.

Results

+10pts
improvement in NPS
-43 seconds
8% reduction in average handle time
+2%
improvement in CX

Opportunity

With the shift to more digital self-service and chat-based interactions, calls between agents and customers have become more complex. As agents are juggling more emotionally charged phone calls and distractions from work-from-home environments, supervisors are struggling to coach and motivate their teams.

In the case of this Fortune 100 FinTech, there was a clear need for both a better understanding of the agent and customer experience, as well as in-the-moment coaching, to best support the changing contact center environment.

To drive key business KPIs, like improvement of customer net promoter score (NPS) and reduction of average handling time (AHT), the FinTech industry-leader was seeking an easy-to-use tool that coaches for performance consistency and enhanced emotional intelligence that promotes positive employee-customer interactions on every call.

The company also wanted to enable supervisors to effectively monitor and guide their teams with behavioral data for more targeted coaching. With the shift to remote and hybrid call centers, supervisors had fewer touchpoints with their agents. A tool to measure call-by-call operational performance would allow supervisors to provide tailored, meaningful feedback whether remote or in-house.

Understanding the strengths and opportunity areas of customer interactions would help drive higher customer satisfaction and inform their overall CX strategy.

Solution

The FinTech provider’s commitment to emotionally intelligent customer service led them to implement the CX/EX Scoring Bot, formerly Cogito.

The bot provides agents with easy-to-action, in-the-moment guidance directly to their desktops, helping them to improve behaviors when it mattered most, driving elevated customer experience.

Additionally, by processing the customer’s voice, the agent’s voice, and conversational dynamics through its proprietary AI models, the CX/EX Scoring Bot provides an instant measure of customer perception on every conversation. Each agent-customer call receives an objective CX score between 1-10, which is used to benchmark performance and identify calls that may benefit from immediate in-call or post call action.

Results

By providing agents with real-time feedback and supervisors with data insights, the FinTech provides a higher quality customer experience. The benefits of real-time coaching are most apparent on emotionally charged calls relating to payment disputes and refunds, helping to improve NPS by 10 points. The CX/EX Scoring Bot has also helped to reduce average handle time by an average of 43 second per call (8%).

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