Case 012 Federal Administration of Catalunya

Streamlining digital services to improve citizen engagement and optimize public administration efficiency.

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

Share

More cases

Advanced Sales Forecasting: Harnessing Machine Learning for Precision Targeting

Dynamic Strategies Propel Water Company’s Success

Creating Fans

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions

Delight your customers with smarter solutions