Gordon Food Service (GFS) streamlined their invoice flow, significantly reducing customer wait times and abandonment rates with the help of Calabrio Bot Analytics. By identifying and eliminating three redundant conversational steps, they slashed handling time by 88%.

But that’s not the only time being saved. Before adopting Bot Analytics, the GFS digital product owner spent 80% of her time sifting through chats to detect trends and false positives—now, she only dedicates 20% of her time to these tasks.

Over six months, GFS has improved efficiency as well as bot performance, increasing their Bot Automation score by 5%, their bot experience score by 4 points, and their overall containment by 6 points, which translates to an additional 4,004 contained conversations.

The Analytics Architect is someone who uses analytics to extract those nuggets of truth about their customer base. Through the implementation of Calabrio Bot Analytics, GFS was able to transform vast amounts of customer interaction data into actionable insights. This allowed the team to make informed decisions that improve response times, personalize customer interactions, and ultimately enhance customer satisfaction.