Cooper & Hunter
Cooper & Hunter is an American company with a century of history. It is one of the world’s largest manufacturers of air conditioners. The CH team reached out to us with the problem of processing service requests. Their managers had to write down the serial numbers of the equipment manually, under the dictation of customers by phone. This process had to be simplified and automated.
Individually develop an online telephony platform, and implement serial number input using AI for voice recognition
The solution ensures the processing of telephone requests by sales, support, and service departments.
The personal account contains several modules:
- call queue screen, which contains information about clients;
- call history;
- recordings of all conversations;
- analytics on all managers and conversations.
The user can dictate the serial number of his product into the microphone, and AI instantly transforms what he hears into text for automatic search in the database.
The new online telephony platform helped Cooper&Hunter simplify and speed up internal processes for working with clients and saved managers tens of hours of working time.
At the same time, the company's clients received faster and better service. If earlier during the “high season” the user could remain without a response from the manager due to excessive load on the call center, now not a single call is lost in the system.