Let AI answer routine customer calls before staff pick up
Thai logistics group SCGJWD says it uses AI to answer customer calls and questions in its call center, cutting the calls staff handle from over 1,000 a day to fewer than 20.
What they did
SCGJWD put AI on the front line of its call center to pick up calls and answer customer questions. Only the calls the AI cannot handle reach human staff. The company's digital innovation head presented it as the first step in a wider AI program that also covers driver-safety cameras and delivery-document processing.
What happened
The company says staff went from answering more than 1,000 calls a day to fewer than 20.
Keep in mind
This was stated in a conference talk reported by TechTalkThai; the vendor, customer satisfaction and how unresolved calls are handed over were not described.
Try it with your agent
Here are transcripts of <number> recent customer calls to our <business type> call center: <files>. Group them by reason for calling and estimate what share could be fully answered from <your FAQ and order tracking system>. For the top five reasons, write the answer an AI phone agent should give, the information it needs to look up, and the exact point where it should hand over to a person.
Replace the <angle brackets> with your own details.