A network technology manufacturer sought to improve efficiency in its contact centre after noticing a sharp increase in average call duration. Many customers now call only after exhausting self-help options such as video tutorials, bringing complex issues that require more time. At the same time, agents were still handling a high volume of repetitive, standard enquiries that consumed valuable resources. Under growing time pressure, this limited the team’s ability to resolve more complex cases satisfactorily. To address the challenge, the company introduced a chatbot assistant to handle simple service requests and standard questions. This reduced the number of personalized responses needed, lowered call volumes, and allowed customer service staff to focus on resolving complex issues more ef

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