Startek Agent AI® delivers superior Customer Experience. Startek® provides industry-leading NPS and AHT enhancements with PixieBrix

To deliver best-in-class CX, Startek required simpler, AI-powered guided workflows for agents from Day One — all with the goal of driving speed to proficiency and industry-leading customer satisfaction.

Startek

As a preeminent global providers of tech-enabled customer experience (CX) management solutions, digital transformation and technology services to 140+ of the world's leading brands, Startek remains committed to impacting clients’ business outcomes by enhancing customer experience through digital and AI enablement across all touchpoints and channels. With 38,000 associates across 12 countries who work in 36 languages, Startek aims to strengthen customer relationships, influence positive interactions, develop brand awareness and promote loyal advocates across a range of industries, including telecom, cable, healthcare, e-commerce, ride-share, travel and more.

“PixieBrix is an integral part of our Agent AI suite to drive industry-leading customer experience.” 

Abhinandan Jain, Chief Growth Officer, Startek

Challenge

The on-demand economy adds more pressure on customer support operations. Today's consumers expect immediate service, expedited fulfillment and real-time issues resolution. Customers are more connected and have more choice — and less patience — than ever before.

With increasing connectedness and service expectations, the role of contact center agent has never been more difficult. This is especially true for the first few weeks of an agent’s tenure, when onboarding and training can seem like drinking from a fire hose.

Despite these challenges, Startek remains ahead of the curve with world-class talent and a playbook of industry best practices honed over their 30+ year company history. While Startek collaborates with top customer experience (CX) technology providers to pinpoint and implement the most suitable solutions tailored to each client's specific requirements, the desire to continue to innovate remains strong. Specifically, Startek sought an AI-powered, secure, easy-to-use and flexible software solution to document and guide several voice workflows for global telecom and cable clients.

Outcome

• By embedding PixieBrix contextual guidance, Startek realized a 25% increase in customer satisfaction (CSAT) as measured by the industry-standard Net Promoter Score (NPS).
• AI-powered guidance helped reduce more than 100 seconds in AHT.
• With a streamlined approach to process documentation and real-time guidance, Startek reduced agent onboarding time by 40%.
• PixieBrix provided a more intuitive agent experience, leading to more than 1,000 agents onboarded to PixieBrix within the first 9 months.

Solution

After evaluating several solutions, Startek chose to deliver embedded, contextual guidance with PixieBrix, a Generative-AI powered, low-code platform that rapidly customizes and automates the web tools that teams already use to add a new layer of functionality to many of the applications that support key clients. The solution set includes validation, warnings, decision trees and checklists, all with an audit trail to identify process bottlenecks and continuously improve over time.

PixieBrix stood out based on the following:

• Scale: PixieBrix solves complex agent rollouts with robust management and reporting to drive operational excellence.
• Speed: PixieBrix deploys as a browser extension, which provides greater agility and a faster time to value.
• Customization: PixieBrix is a low-code tool that can be completely customized to solve unique client needs and process flows.
• Compatibility: PixieBrix adapts to diverse environments, embeds anywhere and integrates with any API.

Today

Startek relies on PixieBrix to deliver contextual guidance:

Contextual Guidance
Startek AI-powered contextual guidance is all about embedding validation, notifications, warnings, guidance and guardrails to make people more effective at operational processes. Companies bring on PixieBrix Contextual Guidance to deliver industry-leading quality, accuracy, governance and compliance. It is most common in operational processes such as issuing refunds, creating and updating records, verifying transactions, onboarding employees and providing customer support.

The Future

Startek provides industry-leading services and customer experiences through the best people, processes and technology. To stay on top, Startek plans to expand PixieBrix across the entire team of 38,000 agents and adopt additional AI-enabled PixieBrix solutions in search, translation, writing and more.