Contact Centre – Increasing First Call Resolution

A successful migration to the new server


A FTSE 100 Insurance provider invested in Google CCAI (Contact Centre AI), NLP & Twilio (PaaS telephony) to underpin contact centre operations, supporting 200K calls per month, 3k agents and a multitude of voice and data channels. With high call volumes and expensive processing costs per call, the company was determined to reduce transfers, improve customer experience, and significantly increase First Call Resolution.


We led the delivery by running initiatives with various product owners and senior stakeholders to understand the customer journey and identify data attributes that would enhance the whole journey, internally and externally. This entailed breaking down the journey into customer calling, customer lookup (ID), customer verification, using customer intents and then matching on customer data to route the customer to the right agent. Throughout the various customer journeys, the customer data is captured, and workflow created within Google DialogFlow ES feeding the data, and eventually the data made available to the agents.

The technical implementation involved creating a data architecture that would stream data from the digital channels, policy data store, customer intents from the NLP technology, customer propensity and feed the CCAI CX design workflow so that it uses these data attributes to enhance the conversation with the customer, and route the customer to the right agent, thereby reducing transfers and resolving call issues, first time.


  • Rich conversational design fed by real time customer data, which enhances customer experience.
  • Customer satisfaction boosted as agents with the right skill handled the customer call with all the customer information needed.
  • YOY savings of £58K due to transfer reduction
  • Moral boosted for agents as FCR increases
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