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Case Study - Intelligent Automation Solutions

TELUS International implemented an intelligent automation solution for a financial services client using digital co-workers and an agent assistance bot. This enabled the client's agents to more efficiently access information, handle queries, and make decisions. It resulted in an 80% reduction in queries to supervisors, improved customer satisfaction by 40%, and decreased average handle times by 9%. The solution enhanced productivity, reduced effort, and improved the customer and employee experience overall.

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Victor Dharmawan
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36 views

Case Study - Intelligent Automation Solutions

TELUS International implemented an intelligent automation solution for a financial services client using digital co-workers and an agent assistance bot. This enabled the client's agents to more efficiently access information, handle queries, and make decisions. It resulted in an 80% reduction in queries to supervisors, improved customer satisfaction by 40%, and decreased average handle times by 9%. The solution enhanced productivity, reduced effort, and improved the customer and employee experience overall.

Uploaded by

Victor Dharmawan
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Driving efficiency with

digital automation for a


financial services brand “
TELUS International implemented a comprehensive intelligent automation
solution for a financial services client that enabled operational efficiency,
a reduction in employee effort and an overall increase in customer
Automation
satisfaction.
helps boost
The challenge productivity
by allowing
Relying solely on human support for simple tasks can reduce productivity
and lead to overall inefficiency. Automation helps boost productivity by employees
allowing employees to focus on more nuanced responsibilities, while to focus on
chatbots take over the more repetitive tasks.
more nuanced
Our client is a U.S.-based financial services company that provides title responsibilities,
insurance protection and professional settlement services. The client was
looking for a digital automation solution that would provide their agents
while chatbots
with 24/7 support when responding to customer queries, including guiding take over the
agents to accurate knowledge base information, handling refund and claim more repetitive
adjustments and utilizing de-escalation techniques. The client also wanted
the automated solution to provide their agents with a framework on how
tasks.
to make the right decision at the right time, depending on the query at hand.
The TELUS International intelligent automation solution
TELUS International was selected for this project Furthermore, the agent assistance bot effortlessly
because of our wealth of knowledge and experience delivers decision-making guidance on re-dispatch
in the automation space, and the breadth of solutions actions, continuations, service-fee refunds, techniques
offered that could meet the client’s agent support to identify high-risk claims and FAQs in order to align
requirements. them to current business needs.

The TELUS International solutions team implemented In conjunction with the bot implementation,
digital co-workers that assisted the client’s support TELUS International’s unique Intelligent Insights
team in easily accessing the information stored in platform was leveraged to manage the client’s digital
their knowledge base. Using the intelligent workforce. Serving as a single center of excellence,
TELUS International Assistant platform, with its built-in the platform’s dashboard enables the client to track
agent assistance bot, the client has seen an increase their digital operations in the same space.
in service quality and transaction efficiency, as well
as a decrease in agent effort. This solution has
also improved the overall customer and employee
experience.

Key features of our intelligent automation solution:

Leveraged intelligent Analytics and reporting to monitor


TELUS International Assistant effectiveness, deliver cost savings and
platform to enhance digital workforce identify further opportunities for innovation
The results
The implementation of our digital automation solutions enabled greater employee self-sufficiency and
productivity. The agent assistance bot offers guidance and direction to team members resolving customer
support issues and reduces the need to escalate to a supervisor in the vast majority of scenarios. As a result,
team members have gained confidence in handling queries and are empowered to make better decisions on
their own.

Project highlights included:

An 80% reduction in queries


received by supervisors

Improvement in secondary
work order creation by 13.35%

Improvement in customer
satisfaction score by 40%

A decrease in average handle time by 9%

Reduction in search time within the


internal knowledge base from six minutes
to one minute

Significantly reducing human


involvement in mundane tasks

Revamp your digital workforce


with our intelligent automation solutions
Allow our team of experts to survey your corporate infrastructure
and recommend the best digital solutions depending on your
organizational needs.
telusinternational.com/contact

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