Virtual Assistant Case Study

How IMImobile’s CX Automation Cloud helped a major global home furniture retailer reduce the number of customer enquiries handled by agents by 25%.

Building a virtual assistant that aligns across customer processes and business systems

Forming part of their transition from a traditional brick-and-mortar retailer into a digital innovator, our client wanted to respond to the latest consumer expectations for digital self-service and instant customer service gratification.

The priority was to explore how they could provide an automated solution to high-volume, low-value customer service enquires. This was not only to optimise the speed at which customers could gain answers to their questions but also enable their agents to free up time for more complex customer enquiries.

Download the case study to find out how we built a virtual assistant, deployed via IMImobile’s CX Automation Cloud, that now acts as a new digital frontline to their agent chat, helping to double the number of customer enquiries handled by the contact centre.