Business challenge
Contact centres are chronically overloaded with repetitive first-level requests (account balances, tariff changes, order status checks, routine technical issues). This generates high operator costs and increases waiting times for customers with more complex problems.
DATUM solution
We integrated an advanced NLP (Natural Language Processing) agent deep into the CRM and the corporate knowledge base. The agent recognises the customer's intent and sentiment and delivers hyper-personalised answers in a fraction of a second. For complex requests, it performs a seamless escalation to a human operator, handing over the full transcript and context of the conversation.
Business value
Deflection of up to 50% of incoming traffic (requests resolved with First-Contact Resolution without human intervention), with a significant increase in customer satisfaction (CSAT) and reduced stress for agents.