Case Study
Overview
Customer service agents lacked unified customer visibility. INNOIRA implemented an agent-assist BOT to streamline resolution during calls.
BUSINESS CHALLENGES
- Agents switching between 5–10 systems during calls
- Inconsistent customer resolution experience
- High average handling time
SOLUTION IMPLEMENTED
- RPA BOT pulls a unified 360° customer view when the call begins
- Automated account checks, ticket updates, and network status retrieval
- Guided troubleshooting workflows for agents
Impact Delivered
20%
FCR Improvement
Higher first-call closures
45 sec
AHT Reduction
Reduced handling time per call
Significant Growth
CSAT
Improved customer satisfaction levels