PREDICTIVE ANALYTIC CAPABILITIES FOUND IN VERTICAL AI OFFERINGS IDENTIFIED OPPORTUNITIES FOR REMOTE RESOLUTIONS , PAVING THE WAY FOR SUBSTANTIAL COST SAVINGS BY REDUCING DISPATCHES .
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Streamlining Medical Device Service Organizations
In the world of complex biomedical testing equipment , precision and efficiency are critical . A leading medical device manufacturer faced an all-too-common challenge : dispatching field technicians at an unexpectedly high rate , particularly for cases demanding return visits within a tight five-day window .
This strain on resources prompted a search in fall 2021 for accurate remote resolutions within the contact center .
• The challenge . Notably , 26 % of this particular organization ’ s cases required return visits within five days , highlighting the urgency of the issue . Additionally , a lack of insight into consistently misdiagnosed product issues by their call center agents further complicated matters .
• The solution . In December 2021 , the manufacturer embraced a suite of AI-powered solutions , implementing both call center troubleshooting and field troubleshooting products . These tools elevated technician skills , refining remote resolutions . Predictive analytic capabilities found in vertical AI offerings identified opportunities for remote resolutions , paving the way for substantial cost savings by reducing dispatches .
PREDICTIVE ANALYTIC CAPABILITIES FOUND IN VERTICAL AI OFFERINGS IDENTIFIED OPPORTUNITIES FOR REMOTE RESOLUTIONS , PAVING THE WAY FOR SUBSTANTIAL COST SAVINGS BY REDUCING DISPATCHES .
GENERATIVE AI
• The transformation . Since adopting vertical AI solutions , the manufacturer experienced a remarkable overhaul . Tools like call center troubleshooting became integral to agent processes , used in an impressive 92 % of cases . Over 10 months , this partnership led to a notable 22 % reduction in return visit rates . Identifying remote resolution chances boosted cases resolved by the call center by 3 %, culminating in a 7 % reduction in resolution cost per case .
These success stories underscore AI ' s power to enhance not just the experience within the contact center , but rather throughout the entire service journey . The result : better resource allocation , heightened customer service , and substantial cost savings : a trifecta in the demanding field of medical device manufacturing .
Assaf Melochna ’ s experience incorporates strong leadership skills built upon a strong technical foundation . He is an expert in service and has business and technical expertise in enterprise software . Assaf started Aquant with his co-founder Shahar with the vision of helping service companies transform the way they deliver service and serves as president .
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