SFR

SFR is a provider of mobile and fixed-line telecommunication services. It offers post and pre-paid mobile telephony services and mobile multimedia services, such as music, television, video, and games.

The Challenge

Enable tech support conversations in any channel with a 360-degree customer view, with both automated and human interactions enabled in the right time and place. Help automate conversations while empowering agents to make better decisions and have deeper conversations.

The Solution

Using XpertRule meant that instead of calling the customer back, the agent could solve the issue in real time with information at their fingertips, improving time-to-repair and first-call-resolution. It empowers every agent to deliver the support of the best agent.

The Results

SFR was able to migrate 70% of technical support calls to self-serve with XpertRule. The company saw a 35% improvement in first customer contact resolution, and 10% reduction in AHT (improved agent performance)

XpertRule helps the tech support agent qualify and classify the customer request, answer technical questions about products, and investigate and fix technical issues. A part of this capability was an integration to trigger web services to access technical information about service and network equipment and provide expert conversational guidance for the agent to leverage in live conversations to resolve complex technical queries.

35%
improvement in first customer contact resolution

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