Einstein Bot Customer Success Story: Pearson Education

September 12, 2019
NeuraFlash Team

Pearson Empowers Agents and Delivers Intelligent Self-Service to Customers with Einstein Bots

Challenge

Heavy reliance on voice support meant high support costs & long average handle time

Sought to deliver a more elevated service experience by offering digital channels

High volume of simple cases resulted in reduced bandwidth for complex issues

Sought a tool that could easy visualize the data in a consolidated view

Solution

Enabled self-service with Customer Community ensuring faster case resolution

Knowledgebase & Einstein Bots deflect simple cases and decrease service volume

Decrease in average handle time results in increased customer satisfaction

Service Analytics provides key insights into case data and deflection for executives

80%+ Average CSAT score for Einstein Bots cases

60%+ Einstein Bot cases resolved without transfer to agent

20% Decrease in AH with self-service

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