[{"data":1,"prerenderedAt":263},["ShallowReactive",2],{"story-\u002Fcustomer-stories\u002Fteam-global-express":3},{"id":4,"title":5,"body":6,"description":250,"extension":251,"feature":252,"meta":253,"navigation":257,"path":258,"seo":259,"sitemap":260,"stem":261,"__hash__":262},"customer_stories\u002Fcustomer-stories\u002F04.team-global-express.md","AI-Powered Virtual Assistant Transforming Customer Support.",{"type":7,"value":8,"toc":246},"minimark",[9,29,75,96,131,165,202,229],[10,11,13,22],"row",{":section":12},"true",[14,15,17],"column",{"col":16},"col-12 col-md-3 col-lg-4",[18,19,21],"h4",{"id":20},"business-challenge","Business challenge",[14,23,25],{"col":24},"col-12 col-md-9 col-lg-8",[26,27,28],"p",{},"TGE handles over 1.6M customer inquiries annually, with a significant number related to parcel tracking, collection points, delivery schedules, and redirection services. The high volume of repetitive queries was placing pressure on customer service teams, leading to long wait times and increased operational costs.",[10,30,31,37],{":section":12},[14,32,33],{"col":16},[18,34,36],{"id":35},"key-challenges","Key challenges",[14,38,39],{"col":24},[10,40,41,51,59,67],{},[14,42,44],{"col":43},"col-12 col-md-6",[45,46,48],"icon-card",{"icon":47},"chart-mixed-up-circle-dollar",[26,49,50],{},"High contact centre costs driven by repetitive inquiries",[14,52,53],{"col":43},[45,54,56],{"icon":55},"stopwatch",[26,57,58],{},"Long customer wait times impacting satisfaction",[14,60,61],{"col":43},[45,62,64],{"icon":63},"arrow-trend-up",[26,65,66],{},"Need for improved self-service options to increase efficiency",[14,68,69],{"col":43},[45,70,72],{"icon":71},"diagram-project",[26,73,74],{},"Ensuring seamless integration with the providers backend systems",[10,76,77,83],{":section":12},[14,78,79],{"col":16},[18,80,82],{"id":81},"solution","Solution",[14,84,85,93],{"col":24},[26,86,87],{},[88,89,92],"span",{"className":90},[91],"heading-3","AI-powered virtual assistant.",[26,94,95],{},"With fullstop.ai and Google Cloud, the Provider implemented a multi-channel Virtual Assistant to automate key customer interactions via both voice and chat.",[10,97,98,104],{":section":12},[14,99,100],{"col":16},[18,101,103],{"id":102},"voice-virtual-assistant-capabilities","Voice Virtual Assistant Capabilities",[14,105,106],{"col":24},[10,107,108,116,123],{},[14,109,110],{"col":43},[45,111,113],{"icon":112},"phone-arrow-down-left",[26,114,115],{},"Handles inbound customer calls for parcel tracking, redirection, delivery status, and post office locations",[14,117,118],{"col":43},[45,119,120],{"icon":71},[26,121,122],{},"Seamlessly integrates with providers logistics database to provide real-time updates",[14,124,125],{"col":43},[45,126,128],{"icon":127},"user-headset",[26,129,130],{},"Intelligent call routing ensures that only complex queries are escalated to human agents",[10,132,133,139],{":section":12},[14,134,135],{"col":16},[18,136,138],{"id":137},"chat-virtual-assistant-capabilities","Chat Virtual Assistant Capabilities",[14,140,141],{"col":24},[10,142,143,151,158],{},[14,144,145],{"col":43},[45,146,148],{"icon":147},"circle-check",[26,149,150],{},"Available on the Providers website and app (released Q425) or instant self-service",[14,152,153],{"col":43},[45,154,155],{"icon":147},[26,156,157],{},"Uses Google Cloud’s DialogflowCX for Natural Language Understanding (NLU) to process customer queries",[14,159,160],{"col":43},[45,161,162],{"icon":147},[26,163,164],{},"Supports multi-turn conversations and understands regional language variations for an inclusive experience",[10,166,167,173],{":section":12},[14,168,169],{"col":16},[18,170,172],{"id":171},"key-benefits-impacts","Key benefits & impacts",[14,174,175],{"col":24},[10,176,177,182,187,192,197],{},[14,178,179],{"col":43},[26,180,181],{},"Improved Customer Experience",[14,183,184],{"col":43},[26,185,186],{},"24\u002F7 self-service availability across multiple channels",[14,188,189],{"col":43},[26,190,191],{},"Faster resolution times for common inquiries",[14,193,194],{"col":43},[26,195,196],{},"Seamless handoff to human agents for complex cases",[14,198,199],{"col":43},[26,200,201],{},"63% self service",[10,203,204,210],{":section":12},[14,205,206],{"col":16},[18,207,209],{"id":208},"operational-efficiency-cost-savings","Operational Efficiency & Cost Savings",[14,211,212],{"col":24},[10,213,214,219,224],{},[14,215,216],{"col":43},[26,217,218],{},"Deflection of repetitive inquiries from call centres",[14,220,221],{"col":43},[26,222,223],{},"Increased agent productivity by focusing on high-value interactions",[14,225,226],{"col":43},[26,227,228],{},"Reduced average handling time (AHT) for escalated cases",[10,230,231,237],{":section":12},[14,232,233],{"col":16},[18,234,236],{"id":235},"conclusion","Conclusion",[14,238,239,242],{"col":24},[26,240,241],{},"By leveraging fullstop.ai’s expertise in Conversational AI and Google Cloud’s advanced AI tools, the provider has transformed customer interactions with an intelligent, scalable Virtual Assistant. The chat and voice virtual assistants work together to enhance efficiency, improve customer satisfaction, and optimise operational costs, reinforcing their commitment to innovation and customer-centric service.",[243,244],"tag-cloud",{":tags":245},"[\"Cloud Armor\", \"Cloud Run\", \"Speech\", \"Interconnects\", \"CES\", \"Dialogflow\", \"BigQuery\", \"Firebase\"]",{"title":247,"searchDepth":248,"depth":248,"links":249},"",2,[],"Implementing a multi-channel Virtual Assistant helped automate Team Global Express's key customer interactions.","md",false,{"logo":254,"image":255,"intro":256},"\u002Fimg\u002Fcustomer-logos\u002FTeam_Global_Express.webp","\u002Fimg\u002Fcontent\u002Fcustomer-story-feature-img-tge.svg","Team Global Express (TGE) has deployed a Virtual Assistant (VA) leveraging fullstop.ai’s AI expertise and Google Cloud’s Conversational AI technology to streamline customer interactions, reduce call volumes to live agents, and enhance self-service capabilities. The solution includes both voice and chat virtual assistant capabilities, designed to handle high-volume queries efficiently while maintaining a superior customer experience.",true,"\u002Fcustomer-stories\u002Fteam-global-express",{"title":5,"description":250},{"loc":258},"customer-stories\u002F04.team-global-express","1gH5ZduQ9Y2dl2d6TYot3CKX20l2ilJniKGIBQ_sCAM",1783572445709]