How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs

Marks & Spencer offers high quality fashion, award-winning food and stylish homeware. Founded more than a century ago and with 1463 stores across 57 countries, they are one of the UK’s leading retailers.

How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs

The Challenge

The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.

The Solution

We built a flexible and scalable solution using technology from Google, Twilio and Looker. The solution, driven by AI-powered interactions and intelligent routing, allows M&S to be more responsive to customer needs and gives unprecedented visibility to the business.

The Results

  • The solution has led to increased accuracy and efficiency of customer routing. It was and continues to be a firm belief that self-serve opportunities play a vital role in improving the service, but also that often a person is best suited to speak with a customer directly
  • Since deployment, we have seen a 95% engagement rate from customers and have increased routing accuracy by over 70% in comparison to the legacy DTMF IVR
  • The net effect of our solution is that more time is spent on interactions with a higher value both to customers and the business
Sign up for our Newsletter

Relevant solutions

Solution

Captación Y Análisis De La Intención

Te sorprendería descubrir por qué te llaman los clientes. "Captación y análisis de la intención" utiliza la inteligencia artificial para centros de contacto de Google Cloud con el objetivo de averiguar por qué llaman los clientes, una información muy útil a la hora de dar forma a tu servicio automatizado.

Con la tecnología de

Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio