With the COVID-19 pandemic severely impacting global infrastructure, there was a sudden switch to a work from home culture. While this has been great for our commutes, the truth is we weren’t really prepared for such a big transition, so fast.
Facing the heat directly were Telecom companies. Not only were they struggling with the need to step up their systems and infrastructure, but they also had to cope with extreme pressure on their customer service teams. These teams needed to handle a surge in customer concerns at great speed and address calls within SLA timeframes.
JIFFY.ai’s expertise in help desk automation came to the rescue. We implemented specific workflow automation that eliminated the need for manual intervention from agents and improved overall speed to resolution. At the beginning of a customer interaction, our automation app identified unresolved queries in real-time, and picked them up from the queue. Information about the query was gathered, classified, and prioritized. An Oracle system was then used to track and trace the queries, and the app updated the data based on the request.
