Agilent, a global leader in life sciences, diagnostics and applied markets. Always dedicated to meeting customers’ needs, Agilent is recognized for uncompromising integrity and responsibility in all it does.
Agilent plays a vital role in advancing important research and testing, with its scientists creating some of the world’s most leading-edge technologies, instruments, software, consumables, and services. All these efforts enable its customers to produce the most accurate and reliable results as well as optimal scientific, economic, and operational outcomes. To further ensure customers’ success, Agilent’s field engineers even work side by side with its customers to help them maximize productivity.
Just as what is shown in Agilent’s slogan, “Together with our customers, we’re bringing great science to life.”
Therefore, besides core science research and technological improvement, the upgrading of its customer service team and the continuous improvement of customer experience have also become the top focuses of Agilent.
Faced with high volume of inquiries, Agilent’s customer service is required to be highly-efficient. In other words, it must be quick enough. Also, due to the special features of life sciences and diagnostics industry, Agilent’s customer service should be accurate enough, so that customers can get to know correct science knowledge and solve their problems accordingly without any error.
With the requirements of both efficiency and accuracy, Agilent chose to collaborate with Sobot after comprehensive investigation and trial, aiming at improving its customer service efficiency and CSAT.
Sobot empowers Agilent to utilize an omnichannel workbench for human agents to improve service efficiency, and also allows it to utilize chatbot powered by knowledge base to automatically answer customers’ questions. Consequently, Agilent has lowered its human resource and operation costs, and ensured the efficiency and quality of customer service.
Human Agents and Chatbot Work Together to Effectively Serve Customers
Compared with Agilent’s former customer reception mode with only human agents available, Sobot’s solution makes better use of AI to assist in customer service. With both human agents and chatbot, Sobot has empowered Agilent to serve its customers more effectively and accurately.
When customers turn to Agilent for help, they are usually received by 24/7h chatbot first, ensuring zero latency service. Using generative AI, Sobot’s chatbot can intelligently recognize customers’ questions, and extract relevant information from the pre-set knowledge base to address customers’ inquiries. It utilizes deep learning technology to autonomously learn customers’ questions and automatically update and maintain the knowledge base, greatly reducing the cost of knowledge base maintenance. The chatbot has ensured that customers can be received even when human agents are not online, and significantly improved human agents’ work efficiency. It adeptly manages routine service requests and addresses frequently asked questions from customers, streamlining the support process.
In this way, Agilent can deliver swift, real-time customer support, allowing their agents to concentrate on higher-priority tasks instead of repetitive questions. Consequently, Agilent’s human resource cost has also been saved.
For both chatbot and human agents, it’s quite convenient to receive customers from various channels. Integrated with Agilent’s official website, different social media and third-party shopping platforms, Sobot unifies all customers’ messages in its united platform, relieving agents from switching among different platforms to receive customers.
Intelligent Routing Contributes to Targeted Service
Agilent is faced with various service scenarios, in which different issues need to be addressed.
For example, in pre-sales phases, Agilent’s agents need to ensure timely reception of customers from various channels, answering their product-related inquiries; and in after-sales phase, they usually need to answer some other questions related to return, refund or the usage of products.
The variety of issues requires agents who have differentiated but professional knowledge or experience, so that they can serve customers more targetedly.
With Sobot’s intelligent routing, customers can be automatically matched and assigned to the corresponding skill group, and received by an appropriate and professional agent. For instance, if a customer wants to return the product, then he would be assigned to the after-sales group and received by an agent in charge of product return issues. What worths mentioning is that the skill groups, assignment rules as well as reception scheme were all flexible and can be set based on Agilent’s business conditions and corporate features.
In this way, Agilent managed to provide targeted service to its customers, and the problem resolution rate has also been improved.
Comprehensive Statistics and Stable System Enable Customer Experience
Enjoying a wide range of product lines, Agilent’s business system network is predictably large and complicated. But with Sobot’s abundant data APIs, Agilent has seamlessly connected the customer service platform to various internal business systems according to the different attribute requirements, achieving the integration and unified management of huge amounts of data.
What’s more, Sobot provides comprehensive data statistics and analysis, which covers over 300 metrics, helping administrators learn about the general performance of customer service and make adjustments accordingly.
Sobot also empowers administrators to monitor the service during the whole process, making sure customers can enjoy seamless and quality service provided by agents.
With Sobot’s stable and convenient intelligent customer service backend system, Agilent can ensure the convenience of customer service operations, smooth user service, and a pleasant service experience.
Under the help of Sobot, Agilent has witnessed 6 times increase in operation efficiency, a 25% overall cost reduction, and its CSAT reached 95%.
If you also have the need for CX improvement and efficiency increase in customer service, do not hesitate to contact Sobot for a free trial of our multifunctional customer contact center!
