CASE STUDY
Boosting Sales Performance and Customer Experience with AI Assist
Discover how yoummday empowers its agents with AI — making everyday conversations smarter, more consistent, and more effective.
The Client
Industry: Telco
Worktype: Sales-in-Service (DE)
Channels: Telephony
Product: Managed Services
Start date: July 2023
The Challenge
The client, a major German telecommunications company, faced a significant challenge: agents frequently overlooked crucial parts of the conversation guidelines during customer interactions. This was particularly problematic for the sales-in-service and customer satisfaction segments, leading to low conversion rates and insufficient data for accurate Net Promoter Score (NPS) calculations. The company aimed to ensure a more sales-oriented customer dialogue and speed up the onboarding time of agents.
The Solution
- With “AI Assist”, we swiftly developed an effective in-house AI solution that addressed a critical business challenge for our client. By implementing AI technology, real-time analysis of conversations is enabled, guiding agents through calls by highlighting covered topics and identifying any areas still needing attention.
- Collaborating with the client, we crafted a flexible conversation guideline that can be easily adapted to individual client requirements.
Benefits
New agents particularly benefit from the tool, as the conversation guideline helps them focus on key topics and identify gaps in the dialogue. The real-time statistics enhance transparency, providing agents with immediate feedback on call quality and missed sales opportunities. Additionally, the tool integrates with yoummday’s knowledge base, offering recommendations on relevant articles and coaching resources.
The insights also allow team leaders to pinpoint agents requiring further training. With AI Assist, a large number of conversations is evaluated automatically without having to actively listen to them to identify agents that need support.
How it works
Our AI Assist solution integrates real-time conversation transcription with AI-assisted conversational guidelines. AI Assist works by accessing the microphone of the agent’s headset, transcribing and analyzing spoken words in real time, giving immediate feedback to the agent. The benefit of this approach is a quick set-up with no need for deep integration into the client’s systems.