Leading Food Delivery Service Expects $12M Annual Cost-Savings with Generative AI

TTEC Digital’s AI/ML-enabled solution improves accuracy and brings self-service to rapidly-growing organization

Leading Food Delivery Service Expects $12M Annual Cost-Savings with Generative AI

TTEC Digital’s AI/ML-enabled solution improves accuracy and brings self-service to rapidly-growing organization

Proof, not promises:

20% reduction in agent-assisted calls

$1M savings per month

15% improvement in CSAT

Challenge

When a leading food delivery service found itself with challenges caused by rapid growth, TTEC Digital answered their call for innovation. Faced with an increasingly complex call routing system that was misdirecting calls, plus rising call volume from their growing workforce, we were able to help this client overhaul their contact center operations with a solution that was ready to test in just 8 weeks.

Solution

To help this client regain operational efficiencies and reduce inflated costs, TTEC Digital set out with two goals: enhance accuracy in call routing and reduce the volume of repetitive inquiries. Both challenges were addressed using AI and machine learning, with a generative AI self-service system built into the client’s call center.

Results

In just 90 days, TTEC Digital was able to migrate 20,000 agents across 3 countries to this new solution. The client saw an immediate reduction in wait times and operating costs. Other projected outcomes include: