CASE STUDY
Richard Byarugaba , Managing Director , NSSF , said : “ We estimated that our customer service personnel were spending around three-quarters of their day on easily-answered queries , such as statement requests , registration , and frequently asked questions ( FAQs ). By automating most of these interactions , our agents now focus on transactions that require human intervention , typically at the higher end of the value chain . This transformation paid off during the pandemic , as lockdowns and distancing reduced our customers ’ visits to physical branches and increased the demand on our call centres and online platforms .”
The deployment of an advanced AI-powered digital customer assistant chatbot with Avaya Technology comes as part of the NSSF ’ s latest effort to digitise the customer experience . Over the last two years the company has moved over 94 % of its member transactions and interactions over to digital channels , remaining only with 6 % of customers using walk-in service centres across the country . However , the digital shift has necessitated a transformation in how inbound requests are handled .
“ We had been struggling to keep up with the high volume of frequent queries coming in , and we did not have a solution that offered customers the same experience and convenience on our various different digital platforms . We wanted to have unlimited capacity to respond instantly , any time , to customer queries . There was also a need to free up our front-end employees from routine support requests and enable them to focus on more complex tasks ,” said Byarugaba .
Sanyu emerged as the solution , integrating into NSSF ’ s customer-facing interfaces such as a web portal , mobile app , mobile browser , and social messaging clients . The bot interacts with customers through text-based chat and delivers powerful self-service , automating workflows such as employer registration , member registration , member benefit tracking , member provisional balance , member statement and FAQs . And if it cannot serve the customer ’ s request , Sanyu seamlessly routes the query to the best available agent .
Since October 2020 , nearly 164,000 customer transactions and interactions have been registered through Sanyu and the NSSF is confident the solution will contribute to an improvement in its net promoter score ( NPS ) and first contact resolution rates . Businesses are built by the experiences they provide , and everyday millions of those experiences are delivered by Avaya Holdings Corp . Avaya is shaping what ’ s next for the future of work , with innovation and partnerships that deliver game-changing business benefits . The vendor ’ s cloud communications solutions and multi-cloud application ecosystem power personalised , intelligent , and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes .
Vinod Kumar Puthanpura , Territory Account Manager : West , East and Central Africa , Avaya , said : “ With its deployment of Sanyu , NSSF is at the leading edge of infusing AI into the customer experience .
“ With the powerful AI tools available to it through the Avaya OneCloud ecosystem , NSSF has introduced tremendous self-service capabilities that enhance both customer and employee experiences . and set the organisation well on its way to becoming a digital business . We look forward to further supporting the NSSF as it continues this journey .”
No matter what size your organisation is or what business you do , customer expectations are changing – rapidly and constantly – and you need to keep up . Whether you have a large-scale customer service operation or a few people taking customer calls , seamless cloud customer service solutions exist that make it easy for organisations to deliver amazing
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