DIAC therefore decided to automate these use cases with Zaion, in order to streamline call handling and relieve its teams, while maintaining a close relationship with its customers. Find out how.
Faced with the challenges of digital transformation and the ongoing optimization of the customer experience, DIAC, in collaboration with Zaion, wanted to deploy Callbot solutions (processing and overflow) to reduce customer waiting times.
Feedback from use cases has demonstrated the effectiveness of the solution on a customer portfolio of over 700,000 files, with Callbot enabling :
- Automate telephone call processing
- Reduce recalls
- Achieve productivity gains
- Identify areas for HR improvement (training needs, versatility and cross-functionality)
With the Zaion turnkey solution, the DIAC customer relations center gained up to 20 points in service quality.
Luce Guiraud, Customer Relations Manager at DIAC "Zaion's customer experience gives us a wealth of advice. We're working with real customer relations professionals.
Nathalie Combier, Customer Relations Manager and Callbots Project Leader at DIAC, emphasizes that the Zaion solution "is much more than a robot that responds to customers, it's a global solution".
