"We built a generative-AI voice and chat system to handle a lot of those questions. In some cases, the AI tool is the first stop for members. In many other cases, it's like a co-pilot that enables our agents when human interaction is required. The shift has been transformational. AI is now handling 70% of all of our member support interactions across chat, and, importantly and uniquely, voice. It's basically the equivalent of thousands and thousands of full-time agents."
"We're seeing wins from this all across the board. With those 70% of interactions, our cost to serve each of these sorts of calls is down 60% since launching these systems. But most importantly, our member satisfaction has doubled. We saw a 40% increase in our support satisfaction scores and a 50% drop in repeat inquiries. We believe it's made the experience more human, not less."
Chime implemented a generative-AI voice and chat system to handle common member questions and to act as a co-pilot for agents when human interaction is required. The AI now handles 70% of member support interactions across chat and voice, equivalent to thousands of full-time agents. For those interactions, cost to serve fell 60%, member satisfaction measures improved substantially (including a reported doubling and a 40% rise in support scores), and repeat inquiries dropped 50%. AI frees agents to focus on higher-empathy cases. AI also accelerates ad production (60% faster) and is expected to cut agency costs by millions, while supporting creative production and consumer research.
Read at Business Insider
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