Brinks Home announced early success in its partnership with Cresta, an end-to-end generative artificial intelligence (AI) platform for contact centers. Through integrating Cresta tools across its various contact center solutions, Brinks Home is seeing reduced calls driven by reductions in transfers, 92 percent first-call resolution (FCR), improved Net Promoter Score (NPS), and early improvements in lead-to-sale conversions.
Cresta is providing Brinks Home with proactive knowledge about why customers are calling, and which behaviors have the biggest impact, according to the announcement. As a result, the company has increased its NPS by 30 points and radically improved FCR, having gone from transferring 30 percent of its calls to a best-in-class 8 percent. With the vast majority of calls being resolved on the first attempt, this score showcases a substantial enhancement in customer service efficiency, the company stated.
"Embracing Cresta was a strategic decision to revolutionize both customer engagement and agent efficiency,” said Philip Kolterman, senior vice president of digital transformation and IT at Brinks Home. “We’ve seen firsthand how Cresta can serve our digital transformation, paving the way for enhanced experiences and unparalleled growth. In addition to gaining transformative insights into customer behavior, we are also able to ensure consistency across our organization and with our agents through real-time coaching, reinforcement of processes, metrics, and more.”
Leveraging AI-driven Cresta coaching plans and auto-generated Q&A responses, Brinks Home said it has achieved a 50 percent reduction in costs, saving weekly managerial hours and replenishing critical time for them to focus on strategic initiatives.
Additionally, after-call tasks have drastically decreased, saving more than 600 hours of typing time due to auto notetaking powered by Cresta. The technology is said to quickly identify trends within those transcripts to more easily identify what might drive abnormal activity and how to approach unique customer behaviors.
“Companies adopting cloud technologies have reaped the benefits of recent advancements in generative AI and large language models (LLMs), but we recognize that fully transitioning to the cloud can be intricate and time-consuming, particularly for larger, more established organizations,” said Tim Shi, CTO and co-founder of Cresta. “We are thrilled to be a part of the digital transformation at Brinks Home.”
Through further workflow integration on Brinks Home platforms, additional improvements across customer support and care, as well as agent tools, will continue to develop, according to the announcement.
