Global Electric Mobility Leader Chooses Minerva CQ to Enhance Its Electric Vehicle Customer Experience
SUNNYVALE, CA, June 21, 2022 – Minerva CQ, a leader in real-time collaborative intelligence for the enterprise, today announced a multiyear agreement with a global leader in electric mobility.
The client will use the Minerva CQ platform to augment its customer service agents with AI that assists them in real-time during customer conversations. As the customer describes his or her issue Minerva’s AI listens in and dynamically populates the agent’s screen with the right information and workflow for resolution. As the conversation continues dialogue suggestions, behavioral cues, offers, and knowledge surfacing further guide the agent in assisting the customer to a successful outcome. Initial results show a first contact resolution (FCR) rate increase of 12% and a decrease in average handle time (AHT) of 44%.
“We are ecstatic to be working with our new client as it elevates its customer support in the highly disruptive electric mobility market,” said Cosimo Spera, CEO and co-founder of Minerva CQ. “To know that with each customer our client is helping reduce the world’s carbon footprint and for the Minerva CQ team to be a part of that movement is extremely gratifying.”
About Minerva CQ
Minerva CQ is an AI platform that enables today’s workforce to effortlessly blend with AI during voice and digital conversations to improve agent and customer experiences. In the contact center the Minerva CQ platform provides real-time agent guidance, dynamic workflows, automated QA and training suggestions, and business intelligence. In the broader enterprise Minerva CQ augments agents supporting field technicians with knowledge surfacing so they can tackle complex issues, repairs, and logistics.