Platform
Channels
Sony enables round-the-clock service with voice automation
Founded
1994
Website
Channels
Voice
Use Cases
On-site support requests, Telephonic technical support
Challenge
Need to efficiently manage a high number of queries 24/7 with limited agent bandwidth.
With their constantly expanding customer base and vast network of dealers, Sony India had a huge influx of queries and limited agent bandwidth to deal with each of them effectively. A pile up of customer requests received post working hours were causing delays in providing timely resolution. Sony wanted to set up a dedicated 24/7 helpline for sales and service support. The solution also needed to be integrated with Sony CRM.
Solution: Voice AI agent – Isha
1
24/7 customer service
Yellow.ai deployed Isha, a voice AI agent, to provide a 24/7 dedicated helpline for consumers and dealers in 3 languages: English, Hindi and Bengali. Customers now have round-the-clock access to self-serve options for key services like device registration, troubleshooting, product inquiries, product installation requests, locating stores and live agent transfer to address complex queries.
2
Deep integration
The solution was seamlessly integrated with Sony CRM to enable best-in-class customer experience. The voice AI agent accurately collects, records and analyzes user information to deliver personalized experiences while also identifying state, city and area based on pin code utterance to provide location-based services.
Impact
High Traffic Handling
0
K+calls per quarter handled by voice AI agent resulting in man-hour cost savings
Seamless Self Serve
0
K+monthly service requests leading to customer fulfillment
Volume Handling
0
%MoM increase in product and demo requests improving lead-gen
“With deep back-end integration with the Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences. We are pleased to join hands with Yellow.ai for their support in taking Sony’s exceptional customer service support a notch higher. Within two months of going live, Isha has successfully handled over 21,000 customer and dealer calls with seamless integration.”
Vishal Mathur
National Head of Customer Service, Sony India
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