Immediate, Actionable Insights to Transform Customer Experience

Elevate your business by transforming data into tailored CX that sets you apart from your competitors

Trusst AI is used to provide immediate impact. It is able to mine millions of customer interactions in seconds. It provides rapid, unbiased and consistent analysis of 100% of your data, tailored to your business needs.

Energy

The Challenge
Energy

A gas and electricity retailer was growing at 25% year on year. To handle the additional voice, email and chat interactions the contact center had grown from less than 100 agents to over 450 agents in the same period. The Quality Assessment (QA) team also expanded to handle the growth. They had gone from 3 people to a team of 15, yet were only able to assess <0.5% of all customer interactions. The business was expected to continue to grow at this rate however there was no appetite to simply add more QA staff. The utility wanted to do more with less.

The Solution:
Energy
For this energy client, Trusst AI deploys, transcribes and immediately assesses 100% of all voice interactions in an unbiased, consistent manner. Chat transcripts and emails are ingested in a second phase and assessed. Within seconds the QA team will receive rich AI-generated analytics about each interaction, enabling focus on process improvement initiatives and training opportunities for agents. In the first three months, changes to the direct debit process alone reduced inbound calls by 8%, generating savings of $1.2M p/annum.

Bank

The Challenge
Bank
A financial institution had hundreds of mobile bankers who spent much of their time on the road between client meetings. The mobile bankers then had to spend significant time updating their CRM with notes about the client, meeting and actions.
The Solution:
Banking
Trusst AI deploys and integrates into the existing contact centre for this banking customer. The process after a client meeting is for the mobile banker to make a voice call to Trusst AI, while on the road. The Trusst AI solution interviews the mobile banker and collects relevant information regarding the meeting, including action items. This synopsis is then automatically posted to the CRM. This saved each mobile banker ~4 hours per week, freeing up time for more valuable activities. Productivity savings were estimated at $4.6M p/annum.

Health

The Challenge
Health
A health services provider handled tens of thousands of voice calls per week. 7% of callers were not from an English speaking background and required a translator service. In these cases the health services provider would conference in a human translator. On average these phone calls were 60% longer than standard calls and the translation service had an annual expense of over $3M.
The Solution:
Health
For this health customer, Trusst AI’s Lissten service deploys and integrates into their existing contact centre. When a caller requires a translation service, the agent conferences in the Trusst AI Lissten IVR to provide real-time translation services. Both the caller and the agent hear and speak in their native tongue without the need for a human translator. This reduced the human translation service expense by $2.4M per annum.

Telco​s

The Challenge
Telco​s
A telco with multiple brands was using a variety of methods to capture customer intent and feedback. This included contact center software, a quality assessment process using spreadsheets, a CRM and email surveys. The data was disparate, inconsistent and <2% of all interactions were assessed. It took over a month for the telco’s BI team to analyse and present the data. Furthermore the data was not regarded as accurate by management.
The Solution:
Telecos
Working with this telecoms client, Trusst AI deploys and analyses 100% of all customer interactions within seconds. This provides unbiased, consistent and multi-level analysis on customer intent, root cause analysis and recommendations. It removes the requirement for surveys. The data is utilised to predict customer churn, as well as upsell opportunities. The data enables the telco to hyper-personalise the experience for each customer with relevant marketing offers. In the first 6 months sales conversion increased by 3%, equating to over $2.2M in additional revenue per annum.

Insurance

The Challenge
Insurance

An insurance company with multiple brands had a legacy touch-tone IVR that front-ended its contact center. The customer had to guess the most appropriate path in the IVR to get to speak to an agent with the right level of competency for that query. Call transfers between different business units within the contact center was above 30%. The IVR did not have any ability to identify the caller.  On average it took a customer 110 seconds to navigate the IVR, prior to queuing for an agent.

The Solution:
Insurance
For this insurance company, Trusst AI’s Trussted Agent deploys as the ‘front door’ interface for its customers, and immediately identifies the customer and the intent of the call. Based on business rules, Trussted Agent either handles the interaction automatically without the need for an agent, or it routes the call to an agent with a competency level that matches the customer’s intent. The results are an IVR experience reduced from 110 seconds to <30 seconds, and average handle time was reduced by 45 seconds as the customers pre-identified. In addition, 22% of calls were able to be automated and call transfers within the contact center were reduced by 63%. The automation alone equated to over $1.7M in annual savings.
Rapid ROI

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