Case StudiesHow AI and live agents work together for exceptional CX
Scaling CX With Empathetic Agents that Enhances Automation
An artificial intelligence (AI) startup automating and personalizing restaurant orders in high-volume voice channels needed support of its own to scale up its operations. Their digital agent “George” speeds up the ordering process and removes the need for in-store employee to take orders; however, “he” sometimes struggles if there’s too much background noise, customers doesn’t speak clearly, or try to order things that aren’t on the menu.
As the company expanded and added new restaurant partners, their in-house customer support team was strained—customer service agent engagement was low and performance was suffering. In this case study, you’ll learn how Ubiquity’s Philippines-based customer experience management team:
As the company expanded and added new restaurant partners, their in-house customer support team was strained—customer service agent engagement was low and performance was suffering. In this case study, you’ll learn how Ubiquity’s Philippines-based customer experience management team:
Reduced cost-to-revenue
increased average order value
smoothed out CX for frustrated customer
tackled surging volume
