Scaling operations and improving efficiency by up to 35% with conversational AI
Facing a massive call volume surge from a large new client, Furniture Care Protection (FCP) needed a scalable support solution that would uphold their reputation for top-tier customer service. To solve this, FCP partnered with Nerdery to implement an integrated, cloud-based conversational AI platform. Leveraging Google Dialogflow and the powerful Gemini models, we successfully redefined their support backbone, enabling immediate scaling and deflecting an average of 35% of all incoming calls away from the live call center staff.
Scaling customer support for massive growth opportunities
As FCP prepared to onboard a significant new contract, the organization anticipated a massive, consistent increase in Tier 1 support requests, including claim submissions, status checks, and general inquiries. The traditional industry approach of adding and training costly support staff was incompatible with FCP’s modern, growth-focused business model. The core challenge was to establish a user-friendly, cloud-based platform capable of ensuring consistent, high quality customer service while easily handling increased demand.
An advanced and cost-effective conversational AI call center
Nerdery was engaged through our partnership with Digitz, leveraging our proven expertise in Google Cloud and conversational AI, to create an advanced, automated, and cost-effective call center capability. We designed and implemented a comprehensive solution centered on the Google Cloud ecosystem, including a Dialogflow Playbook agent leveraging Gemini models for both online and phone interactions in English and Spanish.
- Workflow definition: We began by outlining requirements and identifying the three major Tier 1 workflows: Claim Status, Contact FCP, and File a Claim.
- System integration: This required deep collaboration with FCP’s third-party claim management system, Portfolio, as they simultaneously built a robust REST API. This API enabled the conversational agents to pull and update critical claim and contract data in real-time.
- Playbook development: Individual playbooks were meticulously created to mimic the ‘happy path’ for the three core workflows, as well as handle common custom scenarios encountered by Tier 1 agents.
- Agent management portal: We built a custom UI portal using JavaScript deployed within a WordPress environment. This portal gives FCP’s human agents an efficient tool to identify and manage ‘contractless claims’ created via the automated agent, ensuring smooth handoff or resolution. Validation: Multiple User Acceptance Testing (UAT) phases, including verification with Spanish-speaking Tier 1 agents, ensured the language accuracy and overall effectiveness of the new multilingual platform.
A high-performing, scalable and efficient conversational AI platform
The implementation of the conversational AI solution immediately delivered on FCP’s critical need for scalability and efficiency. The system successfully deflected an average of 30% to 38% of all incoming calls away from the live call center staff.
This immediate and quantifiable result means FCP can continue to scale for additional call volume associated with future client acquisitions without the expense or delay required to add and train new staff. Furthermore, the successful deployment of this advanced AI foundation in the cloud provides Furniture Care Protection with a powerful, differentiated platform from which to explore future features, advanced data analytics, and new AI-driven customer service use cases.