Empowering remote work and digital innovation

HELPLINE used the Genesys Cloud CX platform to improve business continuity and boost digital transformation. The transition to AI-powered bots enabled more efficient processing of the increased number of inquiries and improved customer satisfaction.

Challenge

• Improving business continuity and digital innovation: HELPLINE wanted to improve its business continuity planning and identify opportunities for digital innovation.
• Managing an increased volume of inquiries: The company had to respond to a sudden 30% increase in the volume of inquiries.

Benefit

• Increased customer satisfaction: Despite a 30% increase in the volume of inquiries, HELPLINE was able to increase customer satisfaction.
• Efficient processing of 50,000 daily inquiries: Through automation, 50,000 inquiries could be processed efficiently every day.
• 100% of interactions processed by bots: The introduction of AI-supported bots enabled the initial processing of all interactions.
• ver 80% FCR: High success rate for first contact resolution.
• 80% reduction in customer onboarding time: Acceleration of the customer onboarding process.

Solution

By using Genesys Cloud CX, HELPLINE has strengthened its business continuity and digital innovation capabilities. The introduction of AI-supported voice and chatbots has improved the customer experience and led to more efficient processing of the increased volume of inquiries. This transformation has enabled HELPLINE to differentiate itself from competitors through higher customer satisfaction and more efficient services.