Reduced call volume using digital assistants.

To uncover areas for support innovation, we led the client through a design thinking process including observation of customers using the products and support environment. The initial change opportunity focused on password reset, where automation could have an immediate impact on an estimated 80,000 monthly calls. Digital assistants were developed and implemented to help customers through the process, resulting in a dramatic reduction in call volume, live agent intervention, and the time to resolution. With an actual volume of 125,000 per month, these automated processes delivered significant cost savings with increased customer satisfaction, setting the stage for additional identified innovations for continual process improvement.