This case study explores how a health and wellness company implemented Oration, an AI-powered IVR system to improve customer experience and operational efficiency. It demonstrates how analysing caller intent led to significant reductions in average handling time and saved reception hours across multiple club locations.
The Client
Our client is a top Australian health and wellness company that serves customers across Asia Pacific. Their goal is to improve people’s lives through innovative health and wellness options both in-person and online. With over 470 locations, they support over 900,000 members to live healthier lifestyles.
THE RESULT
Convai analysed 3,125 of the 5,666 calls received during the seven day trial. They identified and made recommendations to improve the caller’s intent for 75% of these calls.
The successful trial reduced average handling times by 180 seconds.
It was estimated that automating, deflecting and redirecting calls would save receptionists 233 hours per day across all 145 clubs.
From this trial, Convai made several recommendations:
Calls related to account management (cancellations, refunds, updating details, etc) should be sent directly to the member service and retention teams.
Booking-related calls should be completely deflected and a link to the self-service portal or app should be sent via SMS.
Calls about club opening times should be deflected and Oration should provide the answer by checking Google.
Interested in seeing how Convai could transform your call centre?
Discover Oration’s features
You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.
