Posted 28-11-2011 in Latest industry news
The Co-Operative Banking Group says it now answers customer calls 65 per cent faster than before thanks to the introduction of an internal virtual assistant designed to aid contact centre staff.
Built on a platform from Artificial Solutions and named Mia (My interactive adviser), the system holds myriad banking and insurance information that helps call takers to answer complex and technical customer questions quickly, resulting in an average saving of 35 seconds per call.
"We want to offer our customers the most efficient service possible, and that means not just resolving queries quickly but providing a consistent response every time someone contacts us," says Co-Op banking manager Peter Rowbottom.
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