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.

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

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)

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

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

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