According to customer surveys, the extended service that provides 24/7 answers to questions has had a positive impact. Even at late hours, customers appreciate having their queries answered. Emm has achieved a 50% success rate in resolving issues, and the conversation look-up function has decreased the average handling time for calls and increased customer and agent satisfaction.
This success has prompted Humm to explore other ways to use VA expertise by introducing a Cognigy.AI-powered virtual assistant to other products within its brands.
The company aims to integrate its VA with customers' accounts, allowing for personalized information to be accessed, such as balances and due dates. This integration would also reduce the administrative time for agents during customer transfers to the call center.