Transitioning to 24×7 customer service meant expanding bot operations, without impacting customer sentiment. Unfortunately, the team lacked the tools needed to monitor bot performance in the expanded online hours. The organization was faced with scattered and disconnected data sources with limited reporting: The chatbot team was unable to organize and interpret the raw data quickly enough. 3rd party reports did not provide the level of detail needed. This lack of visibility meant that multiple stakeholders across different lines of business were unable to make timely and informed decisions.

• 3X increase in bot experience score over 12 months
• $1.4M in contact center savings
• 74% average bot containment on high-frequency contact reasons

Armed with this new visibility, the chatbot team was able to share the details with stakeholders across the business from Customer Experience, Marketing, Contact Center, and the Content Team for shared decision-making. Identifying customer frustration around wait times led to re-vamped wait time messages that resulted in a 7% increase in customer satisfaction overall. And applying the insights to content upgrades for high-frequency contact reasons, led to an impressive growth in containment, including getting a quote for auto insurance (83%), making missed payments (75%) and policy cancellations (65%). The team now feels equipped to expand the insights and analytics to help them continue to evolve the quality and performance of their virtual agent.