PILLAR: CUSTOMERS
WCH virtual agent Gen AI Project
What we will do and why
This project is to switch on the Gen AI feature of the Wider Call Handler (WCH) virtual agent which helps our WCHs during storm activations. It helps troubleshoot any IT issues (e.g. forgotten passwords) and gives step-by-step instructions on how to perform tasks such as set customers up for SMS updates.
Key deliverables
- Enhanced WCH virtual agent.
Target outcomes
- Increased employee engagement as WCH queries can be solved more quickly.
- Improvement in customer satisfaction scores resulting from a more efficient and effective service from the WCH.
Measures of success
- Fewer calls to IS line reporting login/password issues.
- More 5/5 star virtual agent ratings.
- Increase in the number of chats resolved.
- Increase in customer satisfaction.
Stakeholder Engagement
One-to-one sessions with WCHs to discuss pain points and areas for improvement.
WCHs have tested virtual agent in development site and have provided feedback.
Planned start:
01.07.2024
Target completion:
17.12.2024
Key milestones:
- To switch on the Gen AI feature of the WCH virtual agent which helps our WCHs during storm activations (Dec 2024)
Status:
On Track
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