Reimagining Performance Management with Gen AI for Contact Centers
Overview.
Coforge partnered with a leading Online Travel Agency generating nearly $2 billion in revenue per year to transform their contact center operations using advanced Generative AI (Gen AI) technologies.
The client faced several significant challenges that hindered their operational efficiency and quality assurance processes. These issues not only affected their ability to deliver exceptional customer service but also limited their insights into performance metrics. The key business challenges encountered by the client included:
Manual Quality Assurance with only 2% sampling, leading to high variance and bias
Manual reporting and dashboards with limited insights
Lack of correlation between quality scores and business outcomes
Absence of a closed-loop performance improvement process
Solution
To address these challenges, Coforge implemented a comprehensive solution designed to enhance performance management and improve quality assurance. The key highlights of Coforge’s solution included:
Speech-to-text capability for automated call & chat ingestion and transcription for quality assessment
Comprehensive, customizable agent-level dashboards with parameter and error-level trend reporting; integration of alternate data sources (CCaaS, CRM, Survey) for consolidated dashboards
Coaching loop with suggested actions enabled through case-based training
The Impact
The implementation of Coforge’s solution led to significant improvements in the client’s contact center operations.
