Order management case study

USE CASE

Customized RPA powered solution for optimizing product return calls

Introduction

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.

The Challenges

  • 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 Solution

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

The Outcome

  • 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