Case Study : Two Way Radio Experts
September 27, 2017
Artificial intelligence helps agents answer customer questions without losing ‘human touch’
Agent.ai helps two-way radio leader save money while improving customer service
Two Way Radio Experts™ is a leading distributor of two-way radios, providing sales and maintenance to Police, Fire, and other first-responding emergency departments around the country, along with hundreds of hotels, casinos, universities, and corporate security partners.
With new purchase, product and compatibility questions, along with their ongoing customer maintenance inquiries, their
service team was getting overwhelmed by all these requests for information.
PUSHED TO THE LIMIT
The team at Two-Way Radio Experts™ was finding it exceedingly difficult to answer all these queries within an acceptable timeframe. So much so, that Two-Way Radio Experts™ CEO even found himself chipping in and answering a lot of these first responses. The situation had to change.
Two-Way Radio Experts™ knew that faster response times to questions would increase the chances of making a sale.
One solution was to employ more staff, but before making such a costly investment, management decided to see if there was a way they could better utilize the staff they already had, with a more efficient system to support them. So, with these goals in mind, they began searching for a solution that would let them decrease their average ticket handling time while increasing the team’s overall efficiency.
KEEPING IT PERSONAL
They researched many advanced customer service tools, but the companies they met with focused on solutions that were designed to deflect customers’ questions as a means of reducing the number of customer tickets. This approach was not appealing to Two-Way Radio Experts™. They built their company and product line around connecting with and educating their customers – not avoiding them and their questions. After all, that is what customer service is about, and Two-Way Radio Experts™ management knew these types of solutions were not a good fit for their business.
However, there was one solution they discovered that allowed them to keep the personal touch they valued so greatly : Agent.ai
Agent.ai is an advanced customer service software product that uses artificial intelligence to answer customer questions. To do this, Agent.ai uses a combination of Natural Language Processing, Information Extraction, Deep Learning, Semantic Parsing and other advanced technologies to best determine responses for service agents to give when they answer a customer inquiry.
At first, the artificial intelligence engine monitors live agent interactions, and learns to suggest and mimic the best agent responses. Then, Agent.ai takes on a Co-Pilot role, recommending appropriate responses to customer questions, which are either accepted, edited, or rejected by human agents. And finally, as the system grows more confident in its responses, agents can turn on Auto-Pilot mode, which enables the artificial intelligence engine to handle routine questions automatically.
Management at Two-Way Radio Experts™ loved the way Agent.ai would let them combine a human and machine approach, via Co-Pilot mode. With the artificial intelligence bot providing suggested responses to the agents, theywere now able to deliver fast, accurate answers at scale, while maintaining a personalized feel. They also loved that Agent.ai was a multi-channel solution that would allow them to offer their customer service in a variety of platforms.
“Like most companies, we saw an immediate sales benefit when we moved from email support to offering live chat on our website, enabling us to engage with and answer questions real-time with our customers” said Joe Leggio, Jr., VP of TwoWay Radio Experts™. “What we were not prepared for was the resources required to handle the live chat channel.”
Agent.ai is able to immediately address the basic informational questions asked by Two Way Radio Experts™ customers, like “how do I file a warranty claim?” – which make up nearly 40% of their inquiries. When customers have more complex product-specific, or transactional questions like “which ear kits are compatible with the Motorola DTR410?”, Agent.ai escalates these questions to live agents.
“Co-Pilot mode has eliminated the need for our team to run manual searches in our database looking up radio models and cross-referencing compatibility and availability, pulling this data right into our agent dashboard, and saving us minutes on each customer conversation.”
Before partnering with Agent.ai, the Two-Way Radio Experts™ team was at the point where they were seriously considering hiring two additional customer service agents to deal with the increased demands on their team. Since implementing Agent.ai though, Two-Way Radio Experts™ current customer service team is no longer pushed to the limit.
Using Agent.ai in Co-Pilot mode has drastically decreased the time it takes them to find answers, and effectively saved Two-Way Radio Experts™ $82,000 per year in employee overhead.
They’ve also seen an impressive ROI, and the time it takes to resolve their customer’s question has been reduced by 88% from their previous chat implementation.
Distributer, Retailer, Online retailer
San Marcos, California
Customer service team saw the benefits of live chat, but couldn’t cope with the large amount of questions about the company’s products, and services
Agent.ai is helping the customer service team by providing fast, accurate answers they can relay via chat-based messages
Savings of $82,000 per year in employee overhead 88% reduction in resolution times