Food Delivery Giant Cuts Handle Time in Contact Center with Modern KMS
Customer since: 2020
90+ second reduction in handle time
Glovo sought a Knowledge Automation solution that would centralize their content, seamlessly integrate it into Kustomer, and recommend exact answers within the agent workspace in real-time.
With Knowledge Automation, agents new to the job are now ramped and onboarded quickly because Glovo transformed their knowledge base into an active tool for assisting agents, couriers, and customers in answering questions quickly and accurately.
- Reduced handle times by more than 90 seconds within two weeks of launching Shelf.
- Deployed Agent Assist in Kustomer, so the team leverages AI to predict and recommend answers, delivered directly into live chats markets.