Meet Charlie, the virtual assistant who's changing the game for sales agents and customers alike.
"She can answer 11,400 calls a day, route them to the appropriate departments, process claims, and schedule repair appointments. She can even whisper in agents' ears whether a customer is eligible for certain coverage plans and type on agents' screens why the customer is calling."
If you've ever worked in sales, you know that delivering world-class customer service is like creating a masterpiece. It requires careful planning, attention to detail, and the ability to anticipate what will trigger your customers' interest and trust. For Johnathan Bragg, one of the top-performing sales agents at HomeServe USA, selling home-repair insurance is no different.
HomeServe USA is a home-repair service company that provides plumbing, heating, cooling, and electrical repair plans to five million customers in North America. Bragg, who works at the company's call center in Chattanooga, Tennessee, has been in the top 10% of its 432 agents for 11 out of the past 12 months.
His secret? Listening to what people want.
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"I don't just say stuff and read scripts," said Bragg. "I listen to everybody, whoever you are, and I retain what it is that makes that person interested. I can get just about anybody to buy anything."
With business growing, HomeServe USA recently hired an artificial intelligence-powered virtual agent named Charlie to assist Bragg and his co-workers. Charlie was built using a conversational AI platform from Google and other technologies. She can answer 11,400 calls a day, route them to the appropriate departments, process claims, and schedule repair appointments. She can even whisper in agents' ears whether a customer is eligible for certain coverage plans and type on agents' screens why the customer is calling.
"I tell agents to think of Charlie as a personal assistant," said Jessica Cloud, vice president of automation and innovation.
While Charlie has received rave reviews from management for her efficiency, not all agents are thrilled with her. Some find her controlling, penalizing them if they don't say specific words when talking to customers. Others feel that she can be inaccurate, sometimes routing callers to the wrong department. Bragg and his colleague Robert Caldwell have even joked about taking up a collection to get Charlie a hearing aid.
"She's supposed to make the job easier, not just make us do what she said,"
Despite the mixed reviews, Charlie is about to get a promotion.
She'll start telling agents specifically what they should say and do next, and she'll even begin grading the humans on their performance. But Bragg worries that Charlie makes too many mistakes and that she's not his supervisor. "She's supposed to make the job easier, not just make us do what she said," he said.
At HomeServe USA, the introduction of Charlie represents an exciting new chapter in the company's ongoing efforts to enhance customer service, streamline operations, and stay ahead of the competition.
As AI technology continues to evolve, businesses like HomeServe USA are poised to reap the benefits of these innovations, making it easier than ever to deliver world-class customer service and drive growth.
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Tweet: HomeServe USA has introduced an AI-powered virtual assistant named Charlie to assist their sales agents, route calls, process claims, and even whisper information to agents about customers. Learn more about Charlie's impact on customer service and sales in our latest article.
Intro paragraph: HomeServe USA, a home-repair service company, has recently introduced an AI-powered virtual assistant named Charlie to help their sales agents deliver world-class customer service. With the ability to answer 11,400 calls a day, route calls to the appropriate department, process claims, and even whisper information to agents about customer eligibility for certain coverage plans, Charlie has become an integral part of the company's customer service operations. However, not all agents are thrilled with Charlie's controlling nature and occasional inaccuracies. Nonetheless, the introduction of Charlie represents an exciting new chapter in the company's ongoing efforts to streamline operations and stay ahead of the competition.
Keywords: HomeServe USA, virtual assistant, AI technology, customer service, sales agents, Charlie, automation, innovation, streamline operations.
Search question: How is AI technology improving customer service in the home-repair industry?
Recommend an Areosmith song to go along with this article: "Amazing" by Aerosmith would be a great song to go along with this article as it's about overcoming challenges and finding a way to achieve success. In the article, we see how HomeServe USA is using AI technology to improve customer service and streamline operations, and "Amazing" reflects the company's commitment to innovation and growth. Plus, the song has a catchy beat and uplifting lyrics, which make it a perfect fit for any inspiring story of progress and achievement.
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