Puzzel, which makes cloud-based contact centre software, has announced that London’s largest further education college group, Capital City College Group, has successfully rolled out its omni-channel customer service solution including the latest AI-powered Agent Assist technology.
The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide, it claims, a joined-up learning advisory service across multiple brands for the largest college group in London. Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68 percent in one academic year alone, it boasts.
Lenka Annan, Contact Centre Manager of Capital City College Group said: “We are particularly impressed by the simplicity of the Puzzel solution.The beauty of the system is that they can handle enquiries in all channels from within the same application, saving time and vastly improving the agent experience. They can proactively schedule calls or reach out to missed calls or chats to maximise response rates, one of the team’s most important success metrics. Then, when the busy recruitment period arrives, we simply add new agents swiftly and cost-efficiently, thanks to the scalability of the Puzzel solution.”
Most recently, Capital City College Group has started to use Puzzel’s new Agent Assist, driven by Artificial Intelligence to present agents with suggested responses to customer queries based on historic and current interactions. This coincides with a project to build a knowledge base.
Børge Astrup, CEO of Puzzel said: “We are privileged to be working with Capital City College Group to improve the provision of information and advice to students through their preferred channel. Puzzel Agent Assist makes life easier for agents by automatically finding answers to enquiries and suggesting replies – rather like a whisper in the ear. Agents can even engage directly with Agent Assist through text communication to ask their own questions and proactively respond to customers with the answer. This is innovation at its best.”
Annan concluded: “Ever since we first worked with with Puzzel in 2017, we’ve always trusted them to deliver every step of the way. Today, the addition of Agent Assist marks the beginning of the next exciting phase of our Puzzel implementation. The technology has already totally transformed the agent experience, empowering them to provide a positive, supportive service to students.”
