Inference Solutions, a global provider of Intelligent Virtual Agents, is working with Pizza Hut Australia’s digital transformation initiative to improve the customer experience and streamline the operational efficiency of its franchisees. A key part of this initiative is implementation of an automated call-steering application that uses natural language processing to efficiently route customer inquiries either to the central contact center or to the caller’s neighborhood store.
“With such a massive call volume, even the smallest inefficiencies are greatly magnified, negatively impacting our business, and that of our franchisees,” explains Patrick Branley, Director of Technology at Pizza Hut Australia.
Using the latest intelligent virtual agent technology from Inference Solutions, callers can now choose to pick up, get a delivery or get answers to questions. The automated call-steering system enables them to provide their address or current location, and either get details about the nearest restaurant or be connected to place an order.
Following deployment of the call-steering application, Pizza Hut Australia is now focused on the next phase of its contact center initiative, which includes automation of common inquiries.