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success story

Leading Payments Firm Derives Intelligence from Chats to Significantly Improve Customer Experience

Digitally engaging with customers to provide consistent and personalized user experience across channels is critical for banks and financial services companies. Leading payments firm wanted to improve its contact center efficiency and reduce failed and abandoned customer conversations.

Virtusa's Customer Chat Intelligence solution extracted sentiment, query patterns, conversations trends, and other key outputs to reduce the rate of failed and abandoned chats by 40%+ and consequently improve customer satisfaction significantly.    

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The challenge

The client had deployed a chatbot to respond to frequently asked questions.

Any non-routine questions were routed to CS agents to be attended to manually. The overall process led to delayed customer service and increasing abandoned chats. The client wanted to extract more value from the contact center operation with in-depth insights into chatbot usage by customers, rate of successful versus dropped call conversations, customer service rep performance, and types of customers, queries and sentiments.

The solution

Virtusa’s Customer Chat Intelligence solution leveraged AI and machine learning technology to analyze unstructured data from customer conversations across voice, chat messages, emails, and chatbots, to unlock actionable insights into:

  • Chat containment rates
  • Product demand
  • Customer service effectiveness
  • Marketing campaign effectiveness
  • Customer types
  • Customer queries types
  • Competition enquiries
  • Upsell and cross sell opportunities
Customer Chat Intelligence Solution

The benefit

  • Reduced the rate of failed and abandoned chats by 40%+ and consequently improve customer satisfaction significantly.
  •  Improved productivity by reducing manual effort
  • Boosted upsell/cross sell opportunities with accurate lead qualification

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