VodafoneZiggo: Innovating digital customer service
Using Deepdesk, VodafoneZiggo created fully human conversations with customers, lowered costs, and increased agent happiness and productivity. Continue reading to get the whole story.
The challenge
VodafoneZiggo is a Dutch company and joint venture of Liberty Global, the biggest international TV and broadband internet company, and Vodafone Group, one of the world’s biggest telecommunication companies. They found that even after deploying chat bots, nearly 80% of conversations still needed to be handled by human agents. Their goal was to find a way to make those agents as fast as the bots, decrease average handling time (AHT), automate the repetitive tasks that can’t be handled by chatbots, guarantee a great customer experience, and keep agents happy.
The solution
VodafoneZiggo partnered with Deepdesk to create an AI-powered, Virtual Assistant for their human agents that suggested the best possible answers, links, resources, or anything else to enable their agents to provide an exceptional experience to their customers. Using Deepdesk's Virtual Assistant they were able to provide their agents the right content at the right time, reducing the amount of time needed to provide an answer. The result? Those answers were more accurate and personal in a way a chatbot never could be.
The result
By deploying Deepdesk, VodafoneZiggo was able to automate over 30% of live agents conversations, save agent’s time, increase conversation quality, lower the AHT per conversation, and cut costs, all while creating happier agents and customers.
Don't just take our word for it, check out what VodafoneZiggo had to say about how they offer "super smart support."
VodafoneZiggo's results
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Happy agents, better conversations
Increase NPS, without the cost: Deepdesk's AI technology helps customer support agents to have more fulfilling customer conversations.