Case Study
World-leading athletic brand uses Interactions IVA to deliver a premium customer experience
With customer experience as the #1 priority, a world-leading athletic brand stepped up their game. The shoe and apparel giant traded in their simple IVR for a digital agent whose quality and persona embodies their brand. They now deliver a unified customer experience across the globe that provides premium savings for their agents and bottom line.
The Problem
The shoe and apparel giant traded in their simple IVR for a digital agent whose quality and persona embodies their brand. Starting with one country and one line of business, success led them to expanding across 28 countries, 6 languages, and 4 lines of business. They now deliver a unified customer experience across the globe that provides premium savings for their agents and bottom line.
The Solution
Interactions designed a system to handle all of the business’s top contact drivers. APIs and agent training books were used to create automated workflows to handle four major services, eliminating the need for a live agent most of the time. As for the services that require the human touch, streamlined intent recognition and routing was set up to ensure quick service, only requiring callers to authenticate themselves in the IVA prior to reaching an agent.
The Results
After the system proved successful in North America, the groundwork was laid for further expansion. The application was translated into additional languages, taking into consideration cultural and business-related differences, delivering an IVA for their customers around the globe.
In the last year, the brand has:
- Saved 7 million agent minutes
- Fully automated 26% of calls
- Delivered a 83% self-service success rate
