Case 012 Federal Administration of Catalunya

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.

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

• 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)

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