Chat Charlie
Designed and wrote a persona for an IVR automation system resulted in a better customer experience, efficiency & cost savings.
Project overview
The primary business problem faced by HomeServe was twofold:Inefficient Call Center Operations: HomeServe's call center operations were experiencing inefficiencies, resulting in prolonged call handling times and increased operational costs. Customer inquiries were not being addressed in a timely manner, leading to dissatisfaction and frustration among callers.
Additionally, the lack of a standardized communication process resulted in inconsistencies in service delivery and customer experiences.
Solution: To address these challenges, HomeServe embarked on a comprehensive initiative to develop and implement an automated BOT named Charlie. Charlie was designed to serve as a virtual assistant, providing personalized assistance to callers and streamlining the call handling process. Through extensive user research and persona development, HomeServe ensured that Charlie embodied the characteristics of a relatable and empathetic customer service representative.
Key Features of Charlie:
Gender-neutral and inclusive persona: Charlie was given a gender-neutral name and persona to ensure inclusivity and relatability for all users. Personalization: Charlie was programmed to personalize interactions with callers based on their preferences and past interactions with HomeServe.
Efficiency: Charlie was equipped with advanced algorithms to efficiently handle customer inquiries and provide timely assistance, thereby reducing call handling times and improving operational efficiency. Continuous Improvement: HomeServe implemented a feedback loop mechanism to gather insights from customer interactions with Charlie, allowing for continuous refinement and optimization of the automated system.
Results:
The implementation of Charlie resulted in significant improvements in call center operations and customer experience metrics:
Reduced call handling times: 105,000 calls deflected and $820,000 in savings in 2023. With the introduction of Charlie, HomeServe experienced a notable decrease in call handling times, allowing for more efficient resolution of customer inquiries.
Increased customer satisfaction: Customer feedback indicated a marked improvement in satisfaction levels following the implementation of Charlie. Callers appreciated the personalized assistance and streamlined communication process facilitated by the automated system.
Enhanced brand perception: The introduction of Charlie helped position HomeServe as an innovative and customer-centric organization committed to delivering exceptional service experiences.
Conclusion: By addressing the business problem of inefficient call center operations and suboptimal customer experience, HomeServe successfully implemented an automated BOT named Charlie to streamline communication processes and enhance customer interactions. Through a user-centric approach and continuous improvement efforts, HomeServe was able to achieve significant improvements in operational efficiency and customer satisfaction, reaffirming its position as a leader in the home repair and maintenance industry.
- UX Copy Writer
- UX Research
Role in Project
- $820,000 Savings in 2023
- 105,0000 Calls Deflected in 2023
Resulted in:
"Recently, with business growing, HomeServe hired a new agent to assist Mr. Bragg and his co-workers. Named Charlie, she’s an artificial intelligence-powered virtual agent that HomeServe built using a conversational AI platform from Google and other technologies. She answers 11,400 calls a day, routes them to the appropriate departments, processes claims and schedules repair appointments. She whispers in agents’ ears whether a customer is eligible for certain coverage plans and types on agents’ screens why the customer is calling." - Wall Street Journal
From management, Charlie is getting rave reviews for her efficiency and is about to get a promotion. Soon, she’ll start telling agents specifically what they should say and do next. She’ll also start grading the humans on their performance. - WSJ