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Agent Transfer - Reduction Plan:

Agent Transfer - Reduction Plan:

Below Table represents Intent Wise - Call count v/s Agent Transfer Post Bot giving the resolution.
How do I claim warranty & Warranty Ticket Status attributes to 70% of the transfer rate and 41% on the absolute Transfer.
Intents
#Call Count Jan'25
#Call Count Feb'25
#Call Count March'25
#Call Count April'25
AT - Post Resolution Jan'25
AT - Post Resolution Feb'25
AT - Post Resolution March'25
AT - Post Resolution April'25
How do i claim warranty
64,283
51,896
54,460
53,779
35%
33%
32%
31%
Warranty Ticket Status
41,937
34,371
37,668
39,288
37%
39%
39%
39%
Warranty Delayed
9,531
7,687
9,267
10,823
4%
4%
5%
5%
Track my order
10,517
8,065
10,112
9,626
4%
3%
4%
4%
Technical Issues
10,643
8,683
9,033
8,956
4%
4%
3%
3%
Delayed order
6,975
5,605
7,583
7,539
2%
3%
4%
4%
Claim rejection reason
6,994
6,313
6,671
6,617
2%
2%
2%
2%
Order Issues | Faulty Order
4,862
3,854
3,970
4,303
1%
1%
1%
1%
Technical Issues | Battery
3,599
2,595
2,846
3,299
1%
1%
1%
1%
Order Issues | Damaged Order
3,140
2,762
2,826
2,768
1%
1%
1%
1%
Not serviceable intent - Agent Transfer
3,487
2,799
2,732
2,497
0%
0%
0%
0%
Order Issues | Wrong Order / Colour
2,767
2,192
2,377
2,368
1%
1%
1%
1%
Technical Issues | Audio
2,776
2,211
2,344
2,307
1%
1%
1%
1%
Technical Issues | Bluetooth
2,209
1,729
1,868
1,813
1%
1%
1%
1%
Serial Number Query/Issue
1,874
1,560
1,620
1,759
1%
1%
1%
1%
Service Centre Locator
1,886
1,438
1,573
1,579
1%
1%
1%
1%
Status of replacement ticket
1,815
1,399
1,448
1,420
1%
1%
1%
1%
Update Personal Details
1,213
1,109
1,305
1,381
1%
1%
1%
1%
Order Issues | Accessories Missing
1,737
1,251
1,410
1,358
0%
0%
0%
0%
Door to Door
1,529
1,192
1,259
1,284
0%
0%
0%
0%
Purchase Intent
1,473
1,255
1,339
1,203
1%
1%
1%
1%
Invoice Download
943
804
781
872
0%
0%
0%
0%
Deliver Early
676
570
699
743
0%
0%
0%
0%
Order Issues | Empty Box
800
700
803
734
0%
0%
0%
0%
Courier Agent Number Request
700
532
609
720
0%
0%
0%
0%
Marked Delivered Incorrectly
623
456
628
704
0%
0%
0%
0%
Refund Request
0
0
402
646
-
-
0%
0%
Technical Issues | Microphone
210
124
137
166
0%
0%
0%
0%
There are no rows in this table
189,199
Sum
⁠

⁠

How Do I Claim Warranty - Reduction Plan:

Warranty Registration Steps to be added on Voice Bot - Where Bot will guide the customer step by step with the procedure to register to warranty.
Flow to be created and shared with sprinklr and test the working for warranty claim.
⁠

Warranty Ticket Status - Reduction Plan:

Below Table represents the top 8 queries for which the customer has reached out.
The Top 8 Case types attributes to 51% of queries under Warranty Ticket Status.
Reduction Plan -
Analyze with the large sample size and identify the reasons for customers requesting for agent.
Audit and analyze Agent V/s Bot resolution to customer.
Spot gaps and refine bot response logic accordingly.
Case Type Contribution -
⁠
Efficacy -
High-impact intents like Warranty Claim and WTS drive a significant portion of post-resolution transfers.
Removing or deflecting these could reduce agent transfers by 2–2.5 %, which translates to reduction in absolute transfer volumes.
Table 1
Column 1
Column 2
Column 3
Column 4
Column 5
Column 6
Column 7
Jan'25
Feb'25
March'25
April'25
April'25 - Without Top8 WTS - 33%
April'25 - Without Warranty Claim 50%
Voicebot Calls Transferred to Agent Pre Resolution
35421
28160
29942
30993
30993
30993
% of Voicebot Calls Transferred to Agent Pre Resolution
14%
14%
13%
14%
14%
14%
Voicebot Calls Transferred to Agent Post Resolution
29274
24343
25606
26616
25749
21749
% of Voicebot Calls Transferred to Agent Post Resolution
12%
12%
11%
12%
11%
10%
Voicebot Calls Transferred to IVR
18271
15212
16048
17435
17435
17435
% of Voicebot Calls Transferred to IVR
7%
7%
7%
8%
8%
8%
Voicebot calls Transferred to Agent from IVR
5336
2460
4395
5076
5076
5076
% of Voicebot Calls Transferred to Agent from IVR
2%
1%
2%
2%
2%
2%
Total Calls Transfer to Agent from Voicebot
88302
70175
75991
80120
79253
75253
% Total Calls Transfer to Agent from Voicebot
27.58%
26.66%
26.62%
27.42%
27.04%
25.29%
There are no rows in this table
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