Sony enables round-the-clock service with voice automation

Founded

1994

Website

www.sony.co.in

Channels

Voice

Use Cases

On-site support requests, Telephonic technical support

Challenge

Solution

Impact

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 experienced a significant influx of queries with limited agent resources to deal with each of them effectively. An accumulation 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

24/7 customer service

Yellow.ai deployed Isha, a voice AI agent, to offer 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.

Deep integration

The solution was seamlessly integrated with Sony CRM to deliver a best-in-class customer experience. The voice AI agent accurately collects, records, and analyses 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

K+

calls per quarter handled by voice AI agent resulting in labour cost savings

Seamless Self Serve

K+

monthly service requests leading to customer fulfillment

Volume Handling

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 partner 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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