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Case Study

Development of solutions for incident resolution

Programista PL/SQL pracujący nad ulepszeniami voicebota
Industry
  • Transport & Logistics
  • Postal services
 
Challenges
In order to optimise our client’s customer service to the end customer, it is regularly necessary to:
  • Analyse improvement requests and incidents.
  • Identify the ideal solution or tool for the issue presented.
  • Develop that solution, ensuring the rapid resolution of incidents that would otherwise be dealt with in an excessively labour-intensive and time-consuming manner.

Solutions

Two solutions were developed within the scope of this project:

1. Improvement in the automatic electronic seal process:

  • Improved process for identifying services and assigning electronic stamps.
  • Increased agility during the distribution process for parcel delivery.

2. New object search service for voicebot:

  • Greater accuracy in understanding the object communicated by voice, by the customer, with a significant increase in correct responses.
  • Increased speed in searches conducted through this means, with shorter response times.

Methodology

Scrum.

Technologies

Solution 1:

  • PL/SQL
  • XML

Solution 2:

  • PL/SQL

Timeline and resources

Solution 1:

  • 2 sprints
  • 1 Software Engineer

Solution 2:

  • 1 sprint (about 15 dias)
  • 1 Software Engineer

Results and customer experience

Solution 1:

  • Mapping and improvement of the distribution process, with a reduction in manual work.
  • Increase in employees’ time efficiency and speed in dispatching orders.

Solution 2:

  • Improvement of the process for identifying the item specified by the customer, resulting in a satisfaction increase for 98% of cases.
  • Higher quality and speed of the voicebot service.