|Support Platform:||Built In-House|
|Location:||São Paulo, Brazil|
Tier 1 Deflection Rate
When Computel approached Kylie.ai in March 2017, it had problems supporting it’s 13,000 customers each with their own strict SLA levels. Computel needed to reduce its time to acknowledge a ticket, response time, and time to resolution. If these strict times were not met, Computel could have faced large financial penalties.
Felipe Nascimento, VP of Customer Satisfaction stated, “With Kylie, we can expedite the response time even when agents are not at their working station. Tickets are received by our system we built in-house and addressed by Kylie making our customers happy about the quick response time. We no longer have to worry so much about missed SLA times and eroding the relationship with our clients. Getting a quick response from our team powered by Kylie.ai allows our support staff to provide best in class customer service.”
“By accessing how Kylie addresses all of our customers questions, less experienced agents are onboarded in a shorter time giving them the ability to learn on the job with Kylie’s knowledgeable suggested responses. Kylie can be interpreted as a more experienced agent that knows how your company responds to questions, eliminating the need to be answered by junior agents.” -Nascimento
With better trained customer support agents and a more efficient operation, Computel can service its 13,000 customers with far less people.
“While looking into AI, it’s important to keep a remarkable customer experience in mind. Computel is the first telecom organization in Brazil to adopt AI and understand the value of scaling personal relationships while decreasing costs with the power of Kylie’s artificial intelligence.”
Chief Executive Officer
“With Kylie, we're able to decrease response time, reduce the amount of overtime put in by our agents, and ultimately deflecting a large number of our tier 1 tickets. If Kylie was taken away, we would take a huge blow to our business operations.”
VP of Customer Satisfaction