SwedenManufacturing2024 – ongoingElectrolux
Voice virtual agents for account verification and product registration calls
Electrolux's virtual agent fully handled about 60% of verification and registration calls it took, per its vendor
Problem
Electrolux's contact center handles hundreds of thousands of calls. Live agents spent much of their time on routine account verification, product authentication and registration calls.
Approach
Electrolux ran a 90-day pilot of an AI voice virtual agent from Capacity. The official launch followed five months later. The agent checks customer details such as name, zip code or phone number, and product details such as model and serial number. It records the same data as live agents and passes the call to a live agent with the collected data when it cannot finish.
Results
Takeaway
Routine identity and registration calls were the first ones Electrolux gave to the voice agent. Callers whose details did not match records, or who asked for a person, still reached live agents.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
The vendor's case study covers Electrolux's virtual agent for account verification, product authentication and registration calls. It reports a 90-day pilot, a launch five months later, 60% of callers fully handled at six months, and live-agent handle time down by almost two minutes.
Full details are in the original sources.
