Gary Boxall-Hunt, PBT's National Manager - Customer Experience, is always in search of excellence in customer satisfaction.
Noticing that customers were spending an average of six minutes on a phone call for a response to simple questions, he began looking into alternative communication channels.
With a keen personal interest in how technology could help, Gary knew that by implementing a chatbot, PBT could:
Gary recommended that PBT invest in a GPT-powered chatbot to enhance its customer service operations.
PBT was working in partnership with Vodafone (now One NZ) who were familiar with Ambit’s solutions and recommended they onboard an Ambit digital employee.
With the silly season quickly approaching, Gary knew that having a chatbot trained and onboard by then was going to be a game changer. Ambit delivered, hitting all agreed deadlines and had everything in place in time for the Christmas rush.
"Onboarding Awhi has taken so much pressure away from the Contact Centre and the feedback from our clients has been amazing. I love how it’s given PBT a better image in the mind of both our customers and receivers and how easy Awhi is to use" says Gary.
The results speak for themselves. Call volumes have seen a significant reduction of 20%+. PBT has reduced its overheads by the cost of one-and-a-half agents, with the potential of further reducing the cost to a saving of two agents.
Awhi has exceeded all my expectations and more, I’m looking forward to the next stage of the journey which I’m very, very excited about - it’s about what more Awhi can do for us - we haven’t looked back.
