Automating Customer Service with AI-Powered inbound calls and chats Webinar with Elisa

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In our Webinar with Mailiis Plooman, Head of Telecom Services at Elisa, we discussed the automation of customer service with AI-powered inbound calls and chats. Elisa has done a great job in this regard over the last 3 years and shared with us their experience of the journey in the AI world.  

Google has changed people’s expectations: now we all wish to receive an instant response when we call customer support or write an email with an inquiry. However, in most cases, we hold on the line at least a couple of minutes, and sometimes even much longer than we initially were hoping for, until we are connected to the right agent or receive an answer to our question. This is very frustrating and recent research shows that 66% of consumers think about changing a service provider and switching to a competitor if they are kept on hold longer than expected.

On top of that, the business loses potential sales as some customers who initially wanted to buy something, hang up the phone as they get tired of waiting or simply do not have enough time for it.

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Here are the key takeaways from the webinar:

  • Companies lose around 2% of their potential sales from the total number of inbound calls; whereas the abandoned call rate is 15%, on average
  • The abandoned call rate is caused by an average of 2.4 minutes waiting time on the line until the client is transferred to the appropriate representative
  • Elisa managed to decrease the abandoned call rate from 65% in 2018 to 9% in 2020
  • During the pandemic, the number of inbound contacts through chatbot has increased almost 4x times at Elisa

Fill in your details below and get free access to the webinar video and find out more about how you can automate calls and chats with AI.

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