Case 012 Federal Administration of Catalunya

Goals

In April 2013, the government approved concentrating all citizen phone-base services on number 012.
Given this, the purpose was to facilitate telephone service to citizens.

Strategy

To incorporate a Virtual Agent, an innovative and efficient call forwarder:

Users indicate the purpose of their calls by means of an open-ended question and their answers are interpreted by the virtual agent, which routes the call to the specialty that can address the issue, preventing going through a generalist care provider

Results

- 1,280,000 calls answered in 2018
- 98% of calls profitably answered
- 11,000 different inquiry motives
- 86% expert care
- Satisfaction: 4,7 (on a 1-5 range)

Benefits

EFFICIENCY:

- OPTIMIZED RETURNS
Less agent interventions than with a classic model
Increased care capacity with the same agent hours

- EFFICIENT MACHINE/HUMAN MIX
Agents only intervene where they can add value; all the rest is automated

- BILLING BY INTERACTION
Virtual Agent (AV, ASV) Interaction
Human Agent (AG, AE) Interaction

Tags

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