Case 012 Federal Administration of Catalunya
Goals
In April 2013, the government approved concentrating all citizen phone-base services on number 012.
Given this, the purpose was to facilitate telephone service to citizens.
Strategy
To incorporate a Virtual Agent, an innovative and efficient call forwarder:
Users indicate the purpose of their calls by means of an open-ended question and their answers are interpreted by the virtual agent, which routes the call to the specialty that can address the issue, preventing going through a generalist care provider
Results
1,280,000 calls answered in 2018
98% of calls profitably answered
11,000 different inquiry motives
86% expert care
Satisfaction: 4,7 (on a 1-5 range)
Benefits
EFFICIENCY:
– OPTIMIZED RETURNS
Less agent interventions than with a classic model
Increased care capacity with the same agent hours
– EFFICIENT MACHINE/HUMAN MIX
Agents only intervene where they can add value; all the rest is automated
– BILLING BY INTERACTION
Virtual Agent (AV, ASV) Interaction
Human Agent (AG, AE) Interaction
