Virtual Agent launch reduces agent interactions by 85% for top financial services firm

The Challenge

All service desks naturally receive a vast number of calls and emails. The majority of cases received can be resolved quickly, without needing access to a real-time agent.

The financial services organisation found that valuable time was being spent responding to basic queries that could be resolved by using carefully curated knowledge articles for frequently asked questions, and the answer could almost always be found through self-service. Freeing up agents’ time would help them resolve complex queries requiring meaningful communication much faster, and this was what the customer hoped to achieve.

The Benefits

• Person-to-person support chats were successfully reduced by 85%.
• They were able to maintain incident volumes to the Service Desk at pre-COVID-19 levels, despite going live during lockdown, which increased demand for remote working support by approx. 20%.
• They reduced their Request fulfilment tasks to the service desk by 25% by helping employees find and select the appropriate service offering, therefore ensuring the tickets landed with the right team first time.
• Through the introduction of Virtual Agent, the organisation can now measure 100% of all feedback via the tool and use this information to iteratively develop new and better levels of support.