Success Stories
#Intelcia CX#Banking
Learning the product before the customer calls
#Intelcia CX#Retail & e-commerce
From store-by-store to one contact centre.
Challenge
A home-improvement retailer ran customer service store by store, with inconsistent information across channels and no way to absorb activity swings without quality dropping.
Solution
Powered by Evoluciona, Intelcia CX's hub for AI and innovation, the solution was consolidation into one centralised operation across three cities, combining a generative-AI webchat, an AI coaching tool with real-condition simulators, and a predictive VoC model flagging satisfaction issues ahead of survey results.
3.1Mcontacts handle
93NPS
#Intelcia CX#Retail & e-commerce
Quality control that covers the volume, not the sample.
#Intelcia CX#Retail & e-commerce
Every order, right the first time.
#Intelcia CX#Retail & e-commerce