Overview
The customer is a leading Petrochemical Retailer brand based in India. The customer is valued at $10 Bn with Retail outlets (RO); warehouses, depots, Trans-connect centers, and terminals, which total 1562 units. ACL Digital has provided Chatbot for improved utilization of service desk agents and reachability across all Sites and End Users of the client.
Challenges
To minimize the volume of calls directed to the service desk that solely involve providing guidance to end users
Enabling end users to get the status/ information on existing open tickets, price changes, etc., without the involvement of service desk agents
Improving the productivity of service desk agents
Benefits
The Chatbot operates 24/7 to interact with customers thereby decreasing the volume of calls directed to the service desk for guidance-only queries.
- Enhanced Customer Experience through improved services, efficient communication, and streamlined processes
- Realized a significant 20% reduction in the overall volume of incoming calls, leading to more efficient operations and a streamlined service desk workflow
- Enhanced the efficiency and effectiveness of service desk agents by optimizing their workload and enabling them to focus on more complex and critical tasks
- Achieved better accessibility and connectivity across diverse geographical locations and end-users, ensuring a seamless and consistent experience for everyone involved
