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GYB helps companies upgrade their customer services. Having established itself as a trusted provider of technical assistance, GYB continually strives to optimize its processes and provide a seamless experience for its clients and their customers.
Challenges and Objectives
The customer service industry is built on delivering reliable, high-quality interactions. For GYB, ensuring communications consistently adhered to their quality and compliance standards was a time-consuming and resource-draining challenge.
As the volume of customer interactions grew, GYB's traditional QA processes became increasingly unsustainable. They relied heavily on manual reviews by QA managers, which came with several limitations:
- Inefficiency.
Examining calls and chat interactions manually required upwards of 56 minutes per chat and 1 hour 22 minutes per call. As the number of interactions rose, QA managers struggled to keep up. - Human Error.
The manual review process often missed errors, especially when analyzing large volumes of data. The subjective judgments of QA managers introduced inconsistencies and occasional bias in evaluations. - Scalability Limits.
Increasing the number of covered interactions required hiring more QA staff, inflating operational costs significantly. - Compliance Risks.
Without automated tools, detecting prohibited language or ensuring the use of mandatory phrases was slow and inaccurate, exposing GYB to regulatory vulnerabilities.
Value Delivered
Faced with these hurdles, GYB sought a solution that could streamline and scale their QA process without compromising accuracy or quality.
Efficiency Gains
GYB partnered with Asistme, a cutting-edge AI solution tailored to address the challenges of QA in customer service environments. The platform seamlessly integrated with GYB’s systems, transforming their QA process.
QA managers could process significantly more interactions in the same time frame, allowing a broader coverage of customer interactions:
- Efficiency Gains
- 44% fasted
- Assets under holding
- 60% faster
Enhanced Accuracy and Compliance
Prohibited and mandatory phrase detection reached 97% accuracy, surpassing human capabilities, especially when processing over 1,000 calls or chats per month.
- Prohibited and mandatory phrase detection
- 97% accuracy
Cost Savings
GYB saved 50% of QA costs, reducing the operational burden while enhancing the scope of their QA activities.
- Saved QA costs
- 50%
Faster Employee Training & Improved Customer Satisfaction
New employees became proficient faster as feedback was delivered immediately. This reduced error rates and directly improved customer satisfaction scores.
Minimized Human Error and Bias
With automation taking care of analysis, the “human factor” in QA—subjective attitudes or missed errors—was nearly eliminated.
To maintain high-quality standards and compliance in customer service interactions, GYB faced challenges with their traditional manual QA processes, which were time-consuming, inconsistent, and error-prone. By implementing Asistme, an AI-powered tool, GYB revolutionized their Quality Assurance (QA) operations, significantly improving efficiency, cutting costs, and enhancing customer satisfaction. With enhanced accuracy and quicker feedback loops, GYB was able to train employees faster, meet compliance requirements with ease, and save approximately 50% on QA costs compared to traditional methods.
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