Overview

TruConnect is an American mobile virtual network operator (MVNO) that sells mobile hotspots, smartphones, mobile data plans, and prepaid cell phone talk and text plans on the T-Mobile network. TruConnect was the first prepaid broadband provider in the U.S. to offer pay-as-you-go, portable Wi-Fi service plans, and the only to be family-owned and headquartered in Los Angeles, CA. TruConnect is also designated to provide Lifeline Service (ETC), a special government benefit program that helps make communications services more affordable for low-income consumers. Committed to bridging the digital divide for underserved communities with affordable connectivity access.

Supernova Award Category

AI and Augmented Humanity

The Problem

TruConnect discovered that agents were spending too much time on after call work- there was inconsistent summaries, also causing longer average handle times. 

The Solution

TruConnect saw benefits from day one with Agent Assist. As agents answer calls, Agent Assist acts like a real-time notetaker and second set of ears. The transcript of the call is visible to the agent as it is happening, while a summary is created simultaneously. After the call is over the agent confirms if the summary is correct, has the option to adjust the summary, add in their own notes and, with the press of a button, upload it to the CRM or database of choice. Real-time guidance and reminders during calls allows for upsell opportunities for increasing data plans or updating mobile devices. Agent Assist is integrated into Five9 Workflow Automation to automatically save the call notes, call summaries, and transcripts to be posted back into TruConnect’s CRM.

The results

TruConnect participated as a beta/early adopter for Agent Assist- completed milestones of summary and transcription (review/feedback sessions, working directly with Product Management) TruConnect has seen a 30-second reduction in overall handle time due to the automation of notetaking and creating summaries. In the first year TruConnect is expecting 7.5% yearly savings and in year two between 10% and 20% savings through additional automation with the CRM for customer look-up

Metrics

Based on three months of usage, TruConnect has seen a 30-second reduction in overall handle time due to the automation of notetaking and creating summaries. In the first year TruConnect expected 7.5% yearly savings and in year two between 10% and 20% savings through additional automation with the CRM for customer look-up.

The Technology

Five9 Agent Assist helps agents in the moment with real-time assistance to provide immediate better results. Real-time Guidance Drives Higher-Value Interactions, Automation Reduces Agent Workload, Reduce AHT by 30 seconds, save time on each call by resolving customer inquiries faster and speeding up after-call work.

Boost Upsell

Detect opportunities and help agents provide timely and relevant content to customers.  

Improve Customer Experience

Disruptive Factor

Five9 Agent Assist has helped reduce AHT by 30 seconds while keeping call information consistent and accurate. Agent feedback was positive and we were happy to participate as an early adopter and continue to see benefits and have increased our licenses. 

Shining Moment

Seeing consistency and agents feedback