Clearing out the queue with smart digital assistants
Andrea Smith, the Head of Operations and Customer Service at a leading global financial services organisation, wanted to reduce her agents’ heavy workloads and improve the overall efficiency of operations. When she collaborated with Infosys BPM to achieve this transformation, it resulted in the deployment of fully automated and functional digital assistants that saved her team 17k hours of human effort, drastically reduced turnaround times by over 90%, and saved a £100k in annual costs.
Approach summary:
- Introduced multifaceted learning transformation program
- Performed time and motion study
- Built AI-based digital assistants
- Conducted post-deployment process studies
