This story is from the category Artificial Intelligence
Date posted: 20/03/2010
IBM announced a new service today which uses advanced analytics to match a caller with the optimal customer service representative (CSR) in real-time. IBM has collaborated with specialty insurance provider Assurant Solutions, part of Assurant, Inc., to develop the Real-Time Analytics Matching Platform (RAMP). The use of RAMP has enabled Assurant Solutions call centers to increase customer retention, increase sales yields and decrease agent attrition.
With the price of customer acquisition at an all-time high, retaining customers and increasing the profitability of those relationships is critical. Most contact centers use a skills-based system when routing customer calls, which only takes into consideration the agent?s product focus and availability. For decades this model has proven frustrating to both customers and contact center agents as the assigned representative may not be the optimal candidate to address the customer?s request.
Using techniques invented and patented by Assurant, RAMP combines data about the individual customer with each contact center agent?s specific skills, expertise and past performance to optimize the routing of calls. IBM Global Business Services consultants designed a ?matching-engine? which leverages this combination of customer insight, agent profiles and real-time analytics to provide ?individual-level? decisioning and assignment of calls not available in most contact centers applications.
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