P&G used Agara to improve its customer care efficiency by over 30%
Today, 300+ P&G customer care agents use Agara’s voice and email assistant across 10 countries, 100+ brands, and 4 languages. Agara speeds up information retrieval, automates multi-step routine tasks, and does intelligent predictions, helping P&G reduce AHT, save on operational costs, and improve NPS.
"Agara's partnership has been strategic, where Augmented Intelligence gifts our advisors with superpowers allowing them to build trusted customer relationships at scale."
Rosa Maria Cruz Associate Director - Global Business Services Procter & Gamble
In its relentless pursuit of customer delight and process efficiency, P&G was looking for tools that could effectively assist their advisors to resolve queries faster but with enhanced focus on quality.
The company zeroed down on Agara for its deep AI capabilities, focus on customer + advisor experience, and future automation possibilities.
Agara has been associated with P&G since 2017.
Agara helped P&G handle millions of customer queries and improve call handling efficiency
Reduce case handling time by 3 minutes
By proactively presenting information to customer care advisors, P&G was able to reduce average case handling time by over 3 minutes.
That’s 3 minutes into hundreds of thousands of customer contacts each year.
Improve efficiency by 30%
By reducing the time taken to handle individual queries, Agara drove total contact center capacity by over 30%. Advisors now use the extra capacity not only to handle more cases but also to give extra focus and attention to each customer query.