Improving Customer Service with AI-Driven Insights

The Challenge

ETEX Group, a leading global building materials company, faced significant challenges in optimizing their customer service operations across Latin America:

• •Needed a comprehensive solution to measure and improve customer service quality across multiple regions.
• •Lacked real-time visibility into WhatsApp customer interactions and service metrics.
• •Required better insights into agent performance and workflow optimization.
• •Needed to identify common customer contact reasons for process improvement.

The Solution

Oversai delivered a comprehensive solution tailored to ETEX Group's needs:

• •Real-time monitoring system providing visibility into key service metrics and enabling proactive intervention.
• •Comprehensive quality auditing system for WhatsApp interactions ensuring service standards.
• •Advanced workforce productivity insights to optimize agent performance and workflows.
• •Process mining and contact reason analysis capabilities for continuous improvement.

Impact & Results

The implementation delivered significant improvements across multiple areas:

• •Enhanced control and oversight of customer interactions across all regions
• •Improved agent performance through targeted feedback and training
• •Identified and implemented automation opportunities based on contact analysis
• •Enhanced cross-department collaboration between customer service and logistics
• •Streamlined reporting processes for faster decision-making

Looking Forward

With Oversai's solution in place, ETEX Group is well-positioned to continue delivering exceptional customer service across Latin America. The comprehensive insights and process optimization capabilities provide a strong foundation for ongoing improvement and innovation in their customer service operations.