How Thunai Transformed Customer Support for a Leading Diagnostic Provider

Client Overview

Our client is a leading diagnostic service provider offering 6,000+ lab tests across biochemistry, hematology, microbiology, and histopathology. They provide advanced imaging (HD MRI, 500-Slice Cardiac CT, X-rays) and specialize in genomics, personalized medicine, metabolomics, and molecular biology. With a strong domestic and international presence, they ensure cutting-edge diagnostic care.

The Challenges: Overwhelmed by Volume, Lacking Insights

Our client's customer support team faced an immense challenge: managing a staggering 250,000 calls per month. Each call represented a potential opportunity for sales, a critical query to resolve, or a chance to build customer loyalty through quality interaction. However, their ability to deliver on these fronts was severely hampered by several critical issues:

• Manual Audits Couldn't Keep Up: The primary hurdle was the sheer impossibility of quality auditing every single call. Despite having a dedicated quality check team, the manual process was too slow and costly to cover the immense volume. This meant crucial interactions went unaudited, leaving significant gaps in quality control and agent performance insights.
• High Cost & Inefficiency: Maintaining a separate quality assurance team was a substantial expense, yet it still failed to provide comprehensive coverage. This inefficiency was compounded by the need to hire specialized, language-based audit teams to cater to diverse demographics, further escalating costs without guaranteeing full oversight.
• Missed Sales & Data Gaps: Critical lead details and customer interactions were not consistently recorded in their CRM system. This led directly to missed follow-ups and, consequently, a loss of valuable sales opportunities that slipped through the cracks.
• Blind Spots in Customer Experience: Without a structured method for sentiment analysis, the client couldn't gauge customer emotions during calls. This made it incredibly difficult to accurately assess the overall customer experience, identify pain points in real-time, or proactively address dissatisfaction.
  

Thunai's Intelligent Solution

Thunai revolutionized the client's operations by implementing a centralized, AI-powered platform designed for comprehensive knowledge and call analysis.

At the core of this transformation was Thunai's Brain, an intelligent AI agent trained directly on the client's extensive knowledge base, including their complete product and service offerings, specific solutions to common problems, and a rich history of past use cases. Crucially, all recorded customer calls served as invaluable data, continuously feeding the Brain to enhance its understanding of various problem categories and the most effective solutions provided.

This advanced AI capability allowed Thunai to completely eradicate the need for a separate manual call quality check team. Instead, Thunai provided automated quality audits, meticulously scoring every call based on predefined, custom parameters. This not only ensured 100% call coverage – a feat impossible with manual methods – but also delivered more detailed and objective feedback to agents. By automating this critical function, Thunai achieved an impressive 80% cost reduction within this department, while significantly minimizing human error and enhancing the consistency and depth of performance insights.

Thunai's multilingual capabilities eliminated the previous necessity and associated costs of hiring separate, language-based audit teams to cover diverse demographics, streamlining operations and delivering additional significant savings.

Beyond just auditing, Thunai's AI Agent brought a new level of intelligence and efficiency to every aspect of customer support:

• Comprehensive Performance Insights: With Thunai analyzing the entire spectrum of customer calls, management gained accurate, real-time insights into support performance across the board. This enabled them to proactively identify trends, address issues, and consistently maintain high service standards previously unattainable.
  

Figure 1: Detailed Call insights

• Proactive Customer Experience Management: Leveraging AI-powered behavioral analysis, Thunai's Agent could identify agitated or unsatisfied customers in real time, immediately alerting management. This critical capability allowed the client to implement an automated callback workflow for these high-priority customers, ensuring prompt follow-ups and a significantly improved customer experience by addressing concerns before they escalated.
  
• Enhanced Call Scoring & Feedback: Thunai introduced a robust call scoring system that automatically monitors and evaluates customer care conversations against predefined metrics. The accompanying intuitive dashboard provided detailed reports, sentiment analysis, and crucial customer feedback insights, empowering managers with data-driven coaching opportunities and clear performance benchmarks.
  

Figure 2: Call Scoring & Feedback.

• Efficient First-Level Support: The AI Voice & Chat Agent seamlessly handled first-level customer queries in any language. This drastically reduced customer wait times and significantly improved initial customer engagement, freeing human agents to focus on more complex issues.
  

Figure 3: Voice & Chat Agent.

• Seamless Scheduling & Operations: Thunai facilitated automated appointment booking based on customer/patient availability and past bookings, ensuring a seamless and error-free scheduling process. This not only reduced administrative burden but also minimized missed appointments.
  
• Empowered Support Teams: Through call monitoring and instant knowledge retrieval, Thunai equipped support teams with the ability to swiftly answer unknown queries. This increased first-call resolution rates and overall agent efficiency.
  
• AI-Driven Revenue Generation: Leveraging insights from its Brain, Thunai enabled AI-driven upselling and cross-selling by suggesting relevant health packages and promotions based on individual customer history and preferences. This provided a significant boost to revenue opportunities that were previously untapped.
  
• Integrated Data Management: Real-time CRM integration meant that calls, appointments, and all customer interactions were automatically logged. This critical feature prevented missed follow-ups and lost sales opportunities, ensuring a complete and accurate customer record.
  

Figure 4: CRM Integrations.

• Proactive Customer Care: Thunai also automated proactive follow-ups on sample reports, significantly reducing delays for customers awaiting results and consequently enhancing their overall satisfaction with the service.

Conclusion

Thunai's AI-driven solution transformed the client's overwhelmed customer support, shifting from partial, manual audits and missed opportunities to 100% call coverage and real-time insights. This strategic shift enabled an 80% reduction in quality assurance costs and, critically, drove a 3X increase in revenue through optimized upselling and streamlined operations, fundamentally elevating overall customer experience.