The challenge

A growing telehealth company that sells prescription medications, over-the-counter medications, and personal care prodcuts sought to reduce incident rate and cost per contact while maintaining 100% U.S.-based support.

Our Solution

TTEC leveraged its partnership with Flip to provide AI automation for voice contacts. Flip is a software company that offers an Alexa-like voice AI experience for businesses to optimize their phone channel for better customer service.

We implemented a pilot program that automated 33% of top voice contact intents. Key capabilities included:

• Prebuilt automation library
• Custom integration
• Auto-generated AI CSAT

Results

Our work quicky helped the client achieve a 3.12 CSAT, on a scale of 5, and an AI automation rate of 34%.

The client’s cost per contact dropped by 50% in the pilot, and the company saw 35% fewer customer re-contacts.