Backend systems driven by voice Frontend/ channels Problem: Customers were not always able to get help fast enough due to a large number of requests at the Support Serice contact centre. Benefits for business: • Handling 100% of the incoming requests with no waiting time; • Delivering responses to standard queries, on the majority of topics fully automatically; • 27% reduction in session time; • Improvement in First Contact Resolution (FCR) rate; • Significant cost reduction effect. On-premise installation and High Availability architecture Next steps: The Spitch Omnichannel Conversational Platform and its components make it easy to add new topics to voice bot and widen the coverage of business processes and scenarios for automation. Adding speech analytics component will h

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