Top marks for Anita
ETS has elevated customer service with more engaging, digitally enhanced experiences while solving care interactions in real-time. Since the go-live, the company has shifted to servicing nearly 65% of chats with a virtual agent alone, significantly reducing the demand on live agents. It’s a benchmark that exceeded the business case for Anita by 2.5 times.
With the current deflection performance built into the business case, Anita will be able to deliver 25% more net savings in its next year of operations. By continually improving the digitization rate, the cumulative savings over the next four years is forecasted to be 40% above the original business case.
As Anita handles more customer demand, less human-assisted channels are needed, which reduces cost while preserving high levels of satisfaction. At the same time, ETS will have the ability to meet customers where they want to be met, either through desktop or mobile devices. Through Anita, ETS has a solid foundation for intelligent customer care. The possibilities are endless for making interactions more proactive and more responsive than ever before.