Customized RPA powered solution for optimizing product return calls
The client began working with Phykon to enhance their existing legacy IVR system with intelligent self-service capable of handling return processes independently. With dial-ins for both consumers and business partners, the solution needed to handle return orders of all types and complexities.
- Calls were too complex for simple IVR system and hence needed cutting-edge RPA solutions
- Poor call finish rates, contributing to bad customer experience
- Poor natural language understanding capabilities
The AI and RPA powered solution from Phykon contains Product Return Calls so that live agents can focus on helping customers with other requests.
- Phykon proactively communicated with customers to ensure all necessary information was confirmed
- Consumer dialogue was better captured and processed with 100% Natural Language throughout the call
- Feedback was collected from customers to improve future service quality using the best RPA automation software
- 64% improvement in successful order returns using the best RPA software
- 50% reduction in order return call times from 6 minutes with a live agent to 3 minutes with AI and RPA powered solution
- 15% cost savings in live agent costs along with the best order processing experience