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Use Case – "How ASTHA Helped, improve Field Support Cost for a Tech Major?"

Problem Statement

High end to end Cost Due to incorrect part and engineer dispatch
Lower CSAT due to extended resolution TAT

Solution Summary

Using Real Time Streaming of Call by customer in to ASTHA
ASTHA platform to perform Speech to Text Translation and Part Recommendation
Use Bot to push the data to Ticket
A total time lag of approximately 10 minutes observed rom the time call is streamed until ticket is created in the workflow tool

Benefits

Lower end to end cost
Higher Speech to Translation Accuracy
Significant Improvement in overall Turn Around Time for Resolution
Improvement in First Call Resolution
Significant improvement in Net Promoter Score

Use Case – Agent on Boarding

Problem Statement

The current recruitment process requires physical presence of sales manager / recruiter and potential candidate resulting in higher travel cost or higher recruitment TAT due to requirement of physical copies of document

Solution Summary

Virtual Meeting and Presentation Platform
Online Transfer of Document
Integration with Agent License/Coding workflow
Integration with LMS to transfer Session Data
Integration with PAN and UDAI

Benefits

Virtual Training Platform to be available 24X7 with out any capacity constraint which can also deliver refresher training
Online Transfer of Document
Integration with Agent License/Coding workflow
Integration with LMS to transfer Session Data
Document Repository

Use Case - Sales Process

Problem Statement

The current sales process requires physical presence of sales manager /agent leading to increased cost of travel and efforts of managing the physical documents.
On an average 4.5 visits needed for sales closure.
No future data analytics, due to non availability of customer data resulting into no expert recommendations.

Solution Summary

Virtual Sales, Presentation Platform with Customer Profiling.
Automated appointments/reminders/alerts (sms/emails).
Online Data Collection for Need Analysis.
Automated Need Analysis, recommended Product Stories to the Seller and Issuance of policy.
Automated New Product Fitment and Alerts to agents/sellers for potential sales.

Benefits

Virtual Sales and Presentation platform that is available 24X7 with out any capacity constraint.
Product Recommendation engine and Document Repository
Online Medical workflow that includes appointments and reporting management system
Role based access along with Integration.
Operations Systems to Improved TAT for Sales and Policy Issuance
Error free data available for Company, Agents and Management.
Agent/Seller assist 24X7 via chatbot.

Use Case - Pre & Post Issuance Verification Call

Problem Statement

The current PIVC process is manual and human agents (Callers) to be available 24X7
Customer experience impacted due to delayed query resolution.
Data Security issues due to outsourced process

Solution Summary

Virtual voice bot to be introduced
Human intervention will be needed only for escalated issues
Centralised knowledge base

Benefits

Reduced manpower cost of PIVC process
Virtual customer service platform that is available 24X7X365 without any capacity constraint.
Faster Query resolution
Reduced data security and compliance issues

Applied Computing, founded in 2019 and headquartered in Bangalore, is an organization focused on building and deploying Digital Platforms for automation and best in class customer experience.