How Chatwize AI Chatbot Boosts Efficiency for Customer Service Representatives

Introduction

In today's fast-paced world, businesses strive to offer rapid and efficient customer service. For professionals like Emma, a customer service representative at a mortgage brokerage, the advent of AI technology has been transformative. Chatwize, an advanced AI chatbot, has streamlined her workflow by handling nearly 70% of her email inquiries. This blog explores how Chatwize has optimized Emma's daily tasks, leading to significant time savings and increased productivity.

Emma's Daily Tasks

Emma is a customer service representative at a mortgage brokerage. She receives:

20 phone calls a day
20 emails a day

Her main responsibilities include:

Responding to client inquiries
Preparing mortgage files
Handling complex cases that need personalized attention

Time Spent on Tasks Before Chatwize

Before Chatwize, Emma's time was consumed by routine inquiries:

Phone calls: 20 calls x 5 minutes = 100 minutes (1 hour 40 minutes)
Emails: 20 emails x 10 minutes = 200 minutes (3 hours 20 minutes)

Total time spent on calls and emails daily: 5 hours.

How Chatwize Saves Time

Chatwize handles 70% of Emma's email workload:

Emails managed by Chatwize: 70% of 20 emails = 14 emails
Time saved: 14 emails x 10 minutes = 140 minutes (2 hours 20 minutes)

Emma's New Daily Schedule

With Chatwize, Emma's time allocation changes:

Phone calls: 1 hour 40 minutes
Remaining emails: 6 emails x 10 minutes = 60 minutes (1 hour)
Time saved: 2 hours 20 minutes

Productivity and Financial Impact

Emma's main revenue-generating task is preparing mortgage files:

Time needed per file: 10 hours
Earnings per file: $3,500

Time for File Preparation

Before Chatwize: 15 hours per week for file preparation
After Chatwize: 25 hours 20 minutes per week for file preparation

Increased Output

Files prepared per week before Chatwize: 1.5 files = $5,250
Files prepared per week after Chatwize: 2.5 files = $8,750

Annual Earnings Comparison

Annual earnings before Chatwize: 1.5 files/week x $3,500 x 52 weeks = $273,000
Annual earnings after Chatwize: 2.5 files/week x $3,500 x 52 weeks = $455,000

Conclusion

Chatwize has significantly improved Emma's productivity by handling 70% of her email inquiries. This frees up time for her to focus on high-value tasks, such as preparing mortgage files, thereby increasing her efficiency and contributing more effectively to her company's revenue. This case study exemplifies how AI can transform customer service operations, leading to better resource allocation and improved financial outcomes.