Reflecting on a Year of Growth and Innovation:
A Look Back at Humley's 2022
As we look back on the past year, it’s hard not to reflect on the many challenges and surprises that 2022 brought. But through it all, the Humley team has remained dedicated to developing and implementing our cutting-edge conversational AI solutions.
In 2022, we expanded our partner network and introduced new services across a variety of industries, including pensions, utilities, and automotive.
Our goal has always been to improve interactions between brands and customers, and our solutions have been able to do just that. For example, in the pensions sector, our solution has been used to handle inbound member queries and requests, delivering accurate and compliant information that has helped to increase member engagement and satisfaction with their pension schemes. As well as helping to deflect inbound calls to the contact centre.
In the utilities industry, we’ve used our conversational assistant to support customers with general FAQs and to request financial assistance, automating the application process through integration with RPA bots. Helping to deliver not only improved experiences through immediate assurances and support, but also efficiency to internal teams.
We also launched our Agent Assistant, which is designed to work alongside contact center teams by providing them with information and the ability to perform tasks within one tool during live customer calls. This has helped to reduce average handling times, cost to serve, and time to competency, while also improving customer experiences. Since its launch, on average Humley’s Agent Assistant has been able to contain upwards to 60% of agent queries. The Agent Assistant combined with our customer facing Conversational AI, means that Humley can offer organisations a connected approach to digital transformation in customer service.
Overall, our conversational assistants have handled over 2 million conversations, with a containment rate of 65% and 80% positive feedback from users. We’re committed to continuing to optimize our technology and deliver even more value to our customers. And, in addition to the tech itself, we’ll also be focusing on supporting our team and expanding to support our growth in 2023.
If you’re interested in learning more about Humley’s solutions, please don’t hesitate to reach out.