Immediate, Actionable Insights to Transform Customer Experience

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

TrusstAI 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 Enterprise

The Challenge
An Energy Enterprise

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:
TrusstAI was deployed

TrusstAI was deployed and able to transcribe and immediately assess 100% of all voice interactions in an unbiased, consistent manner. Chat transcripts and emails were ingested in a second phase and assessed. Within seconds the QA team received rich AI-generated analytics about each interaction and were able to focus on process improvement initiatives and training opportunities for agents. In the first three months changes to their direct debit process alone reduced inbound calls by 8%, generating savings of $1.2M p/annum.

A Bank

The Challenge
A 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:
TrusstAI was deployed

TrusstAI was deployed and integrated into the bank’s existing contact center. After a client meeting, while on the road, the mobile banker would make a voice call to TrusstAI. The TrusstAI solution would interview the mobile banker and collect relevant information regarding the meeting including action items. This synopsis would be 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.

A Health Service

The Challenge
A Health Service
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:
TrusstAI Lissten Service

TrusstAI’s Lissten service was deployed and integrated into the existing contact center. When a caller required a translation service, the agent would conference in the TrusstAI Lissten IVR which would provide real-time translation services. Both the caller and the agent would 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.

A Telco​

The Challenge
A Telco
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:
TrusstAI

TrusstAI was deployed and analysed 100% of all customer interactions within seconds. It was unbiased, consistent and provided multi-level analysis on customer intent, root cause analysis and recommendations. It removed the requirement for surveys. The data was utilised to predict customer churn, as well as upsell opportunities. The data enabled 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 Company

The Challenge
An Insurance Company

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:
TrusstAIs Trussted Agent

TrusstAI’s Trussted Agent was deployed as the ‘front door’ to the insurance company. It immediately identified the customer and the intent of the call. Based on business rules Trussted Agent either handled the interaction automatically without the need for an agent, or it routed the call to an agent with a competency level that matched the customer’s intent. The result was an IVR experience reduced from 110 seconds to <30 seconds, average handle time was reduced by 45 seconds as the customer pre-identified, 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

Get started with TrusstAI Launch Pad

Our TrusstAI Launch Pad program will provide you with a practical, hands-on keyboard approach to get moving quickly and improve your customers’ experiences from Day 1. Sign up to find out more about how to use generative AI to get immediate value.

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