Iron Mountain achieves peak productivity with Einstein AI
Iron Mountain was struggling with manual order processing and case resolution that were slowing down their customer support operations. The company needed a solution to improve response times and reduce agent workload without compromising service quality.
The company implemented Einstein AI to suggest replies and articles to help its support agents resolve customer issues more efficiently. The system automatically generates personalized case replies based on past cases and the company’s internal knowledge base, providing agents with relevant information instantly.
The results were significant: an 8% reduction in repeat calls, a 10% decrease in average handle times, and a 70% decrease in chat abandonment rates. These improvements enhanced both operational efficiency and customer satisfaction.
"The AI agents from MIS, Inc. transformed our operations, making them more efficient and responsive to customer needs."
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