High-End Retailer

Global retail fashion brand, present in over 40 countries, seeks automation to relieve contact center agents.

Profile

Industry: Retail - Fashion Employees: 23,300 Revenue: $6.65 billion

Background: Global retail fashion brand, present in over 40 countries, seeks automation to relieve contact center agents.

Challenge: To implement a solution without disruption to existing customer engagement delivery and direct customers to self-service as appropriate.

Solution: Chatbot solution, through Teleperformance, to respond to general FAQs and parcel tracking.

Benefit:

• Good conversion to Chatbots within first month
• Majority of customers report a "Good" or "Great" experience with the Chatbot
• Customers achieve their desired outcome within one minute

Background

This client is a global leader in the design, marketing, and distribution of premium lifestyle products, including apparel, accessories, home furnishings, and other licensed product categories. They have more than 40 offices in 14 countries across the globe and is headquartered in New York.

Teleperformance is a strategic partner to the world's leading companies, bringing solutions and enhancing customer experience during each interaction. They have expertise in Omnichannel solutions, technology and maintaining the highest security standards.

Challenge

Teleperformance was already providing the client with its customer service solutions. Following an analysis of the customer service and contact operation, it was identified that 50% of Web Chat inquiries (powered by Eckoh) were either for issues that were covered by their FAQs or were for tracking parcels.

It was understood that this didn't contribute to improving the overall customer experience and that an automated solution would be beneficial. The client was keen to speed up the query resolution and help to steer customers toward self-service where it was welcome and appropriate.

They were also keen for the Teleperformance customer service representatives to be focusing on the more complex calls or attending to customers who were more in need of their personal help.

Solution

Eckoh, already a Teleperformance strategic partner for the past 5 years, was selected to provide their Chatbot solution, having already provided the client's Web Chat and Email services. Initially, approximately 60 customer FAQs were reviewed, categorized and optimized for Chatbot consumption (IBM Watson) using language analysts with 2,500 "utterances" trained to the Chatbot for launch.

The Chatbot was then developed against UPS and Royal Mail API to respond with parcel status when provided with a tracking ID.

The Chatbot was launched in December 2017, in time for the Christmas peak. In the first three months, the Chatbot was taught a further 1,500 utterances through tuning, allowing it to better serve the customer. This improved the Chatbot's understanding from 81% to 88% of customer intentions.

Multiple Chatbots have been deployed, capable of handling unlimited genuine interactions per day. They are used to respond to general questions or parcel tracking inquiries.

Value

Allowing customers to self-serve, where appropriate, with minimal disruption to their shopping experience is essential for us as a business. Reducing customer effort and streamlining the contact flow to front-line agents, will enable them to add more value to the customer's service experience.

Contact Center Operations Director RLE-EU

• 16% conversion of Web Chat interaction to fully agentless within the first month
• 92% of Chatbot customers report a "Good" or "Great" experience
• 66% of Chatbot customers achieve their desired outcome within one minute
• Agent interactions will reach 25% by June 2018

Looking Forward

As a solution unique to Eckoh, we recognize that this example is likely a challenge many other enterprise organizations struggle with when they begin tackling payment security within their contact centers. Some organizations may even feel like their only option is to either deploy hardware on-premise – likely disrupting long-term cloud transformation strategies – or only achieve partial PCI DSS de-scoping.

As a result, the methodology innovated for The Client is now part of the Eckoh architecture. In fact, multiple other clients have also taken advantage of this solution, allowing them to maintain their existing telephony architecture while maintaining the strictest possible standard for payment security.

To learn more about how Eckoh secures payments across all engagement channels, reach out to one of our trusted advisors.