The introduction of Artificial Intelligence has had a fast, positive impact on customer satisfaction levels among Melita customers. ‘Billy’, a platform developed in-house by Melita to support customers with queries about their bills, is already able to quickly and efficiently handle more than 60 per cent of customer enquiries which come in through the Melita website or the MyMelita platform.
Billy’s ability to handle most of the enquiries that customers have means that Melita customer care agents can focus on, and respond to, more complex customer enquiries, which are now also being dealt with faster and better. Customer service agents are also using in-house AI to quickly access information and help make the process of handling customer enquiries more efficient. An example of Billy’s success is that Melita customers are consistently rating their satisfaction with Billy very highly.
Graziella Costa, Head of Customer Experience at Melita Limited, said, “Billy’s ability to learn and adapt from interactions has led to more personalised customer experiences and has also been a great help to our customer service team, making a real difference in our efforts to respond to customer enquiries quickly and to their satisfaction. We can see the positive impact this AI platform has had when we look both at average response times, which are now consistently under 45 seconds, and the feedback we get on customer satisfaction from regular surveys. It has been a great example of merging new technology with a committed team to deliver improvements in operational efficiency and customer experience.”
