Case Studies

Deflect to Digital - Legacy to digital communication

Singapore’s largest financial institution leveraging on Tetherfi’s call deflect solution to reduce call costs, TCO, call load on IVR, wait times on IVR and provide customers with option to deflect the IVR voice call to digital Chatbot with virtual self-assist service.

Challenges / Opportunities

  • High support & service costs on legacy voice solutions
  • Engage customers on digital platform with more self-service options
  • Improve ROI and reduce TCO
  • Improve SLA and Enhance Customer Experience

Benefits / Outcome

  • SLA improved with multi-channel virtual assist handling both traditional IVR and deflect to digital providing virtual assist on Chatbot
  • Customer feedback and rating improved as the channel of choice increased
  • Low abandonment rates owing to intelligent routing, Deflecting from Voice IVR to chatbot and concurrent chat handling capabilities