Case Study: How Softtek reduced call handle time
from 7 minutes to 1 minute

Softtek

A $3.7b global technology services company that leads digital transformation and application services for 400+ clients needed a new solution to support service desks for a client operating food and beverage operations in travel venues.

The Challenge: Help Agents Categorize Issues & Find the Right SOP

Softtek supports the client’s point-of-sale, kiosks, back-of-house systems, infrastructure, and applications for 1,500 restaurants in 120+airports. With 450 possible issue categories and sub-categories, call center agents struggled to classify incoming issues correctly.

Finding the right standard operating procedure (SOP) and associated resolution steps was the longest step impacting average call handle time. The format of SOP documents did not clearly identify the issue in a searchable way, which further compounded the issue.

The Solution: AI Predicts Issue Categories and SOP

Softtek partnered with Neuron7 to bring N7 Service Predictions to the restaurant service desk, using AI to analyze data from disparate data sources to accurately predict issue categories and resolution steps.

Neuron7’s AI correlated each issue and its corresponding SOP and extracted resolution steps from the SOP into easy to follow instructions. All of these service predictions and action steps were readily available to agents within ServiceNow.

ROI infographic #2 (2)

”Softtek partnered with Neuron7 to bring the power of AI and ML to our support service desk and field service. It helps us achieve our most important service metrics–increased first call resolutions, reduced average call handle time, and the ability of junior reps to perform at the level of experts, with its continuously improving AI.”

Ricardo Gonzalez, SVP, Softtek Tweet

The Results: Time Spent Finding the Right SOP Reduced by 80% 

The service desk started using N7 Service Predictions for their most complex cases. The time spent finding the right SOP reduced by 80% and the average call handle time decreased from 7 minutes to 1 minute.

Based on these efficiency gains and decrease in escalations, use of Neuron7 will expand to cover more cases as well as tier 2 and 3 support with additional Neuron7 modules.

Video: Top AI Use Cases for Customer Service- Doing More with Less

Hear more about how Softtek used Neuron7 AI to manage complexity, improve key metrics and reduce costs in their service organization.  Also learn about key use cases for AI, including intelligent search, service predictions, and step-by-step guided resolutions for even the most complex technology products and services. 

Watch “Top AI Use Cases for Customer Service- Doing More with Less” with Softtek and  Neuron7.