The Challenge

A global telecommunications service provider wanted to expand its messaging services, including support for Apple Business Chat. While chatbots are being increasingly deployed across messaging applications, the company needed skilled associates who could take the lead on handling multiple sessions for multiple functions simultaneously.

The Solution

As a long-term valued partner, we quickly equipped the client with what they needed by applying our best practices across associate training, knowledge building, and performance. The client had already engaged us to provide messaging support through other platforms, and we provided training specific to Apple Business Chat, including knowledgebase optimisation and mock scenarios to ensure associates were comfortable conversing on the new messaging platform.

We accelerated and scaled the training using artificial intelligence and machine learning technology to simulate actual customer scenarios. The training was delivered on-demand and associates received real-time feedback and coaching.

The Results

Within a few days, over 200 TTEC Messaging Experts were trained on Apple Business Chat. The client entrusted our associates to handle the messaging overflow from two of their internal teams. Our Messaging Experts handled four messaging sessions concurrently, which was 4Xs the rate of a regular chat channel. Customers were pleased with Apple Business Chat because of its ease of use on a single platform. And in terms of closed conversations per hour (CPH), we more than doubled the client’s goal at 8.3 CPH. Customer satisfaction was 89 per cent, which was up-to-par with the client’s KPI and continues to improve as Apple Business Chat grows in popularity and usage.