The voice channel was handling 99% of all customer interactions. Advisors searched through Excel spreadsheets to find answers, slowing response times and creating unnecessary friction on every call.

See how Efecty solved it with Aivo by Engageware:

• 48% decrease in phone calls in the first year with 52% of all interactions now handled by the virtual agent
• 95% resolution rate since launch with average service time fallen from 1 minute to 41 seconds
• 2.5 million queries automated since launch with less than 1% escalating to a human agent