In light of the challenges of digital transformation and the continuous improvement of customer experience, DIAC wanted to implement processing and overflow Callbot solutions with Zaion in order to reduce customer waiting time.
The feedback on use cases has shown the effectiveness of the solution on a customer base of more than 700,000 files, as the Callbot made it possible to:
- Automate the processing of phone calls
- Reduce callbacks
- Increase productivity
- Identify areas for HR improvement such as training requirements, versatility, and cross-functionality
With Zaion’s turnkey solution, DIAC’s customer relations center has gained up to 20 points on its service quality.
Luce Guiraud, Customer Relations Director at DIAC commented “With their extensive knowledge and experience, Zaion has provided us with a wealth of advice. We are working with real professionals in customer relations.”
Nathalie Combier, Customer Relationship Manager at DIAC, emphasized that the Zaion solution “is much more than a robot that responds to customers, it is a comprehensive solution.”