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Chat and chatbots help Spark cut customer service costs

Since mid 2017 Spark has reduced its customer service costs by 25 per cent and call volumes to its contact centre by 33 per cent through the use of human online chat and virtual assistants – chatbots.

The figures were revealed by Daniel Cooper, head of care, transformation and premium care at Spark, and John Wood, virtual assistant product owner, in a keynote presentation at Verint’s customer conference, Verint Engage, in Sydney earlier this month.

Cooper said that, in mid 2017 Spark had 1350 team members in its contact centre, “That was 23 per cent of the workforce dedicated to answering the phones or chat,” he said.

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