FintechLess AHT, without giving up experience
We reduced average handling time by centralizing context, replies, tasks and internal systems on a single screen to speed up service.
- 96%
- Agent approval of Copilot Auto Assist
- 66,7%
- Reduction in AHT
- +5
- Custom apps in operation, integrated into the agent journey
A double gain: customer experience and agent experience.
Context gathered on one screen
Asaas’s support required agents to move between several internal systems. BCR.CX centralized context, replies, tasks and integrations on a single screen, supported by an AI copilot.
The solution
Customer context, suggested replies, tasks and internal systems were brought together on a single screen for the agent, with Copilot Auto Assist helping draft and route each interaction. Constant tool-switching went away, and AHT dropped by two thirds.
Technologies and tools
- Amazon Connect
- Zendesk
- Conciex
Why this case matters
Reducing AHT and improving the agent experience stopped being competing goals.
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