Use Case
Call Centres – Next Best Move
Problem Statement
- Decision taking in call-centres is notoriously problematic
- Central to the problem is the huge difference between decision skills from worker to worker
- This leads to a random customer experience ranging from excellent with a well-skilled operator to terrible with a poorly skilled operator
- Training and ramp-up time is expensive as it uses both a skilled and an unskilled employee and both do not produce during training
Our Solution
- Top operators trained 11 Sue models for the most common screens on the call-centre software. Once novice users typed in the details of the call, they were sent to Sue and the model advised the operator on next best move.
Metrics Gathered
- Each of the input fields for the most commonly used screens in the software and the ones considered most important
- The input of the top call-centre operators
Success and Improvements
- All
call-centre metrics improved – the average length of a call dropped, customer perception improved, the longest call dropped, hang-ups reduced
Implementation Timeline
- Workshop to determine which models to make (2 days) and then 3 half-days per model
Similar Possible Use Cases
Medical diagnosis through a hierarchical model, client retention models, complex machinery diagnostics
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