Dixons Carphone Group adapts digital channels for COVID-19 demand
More than 100 live agents trained in ten days, and a conversational virtual assistant deployed in just two weeks.
Company profile
Dixons Carphone Group (DCG) is a market leader in electronic goods and mobile device sales across eight countries, with brands including Currys PC World and Carphone Warehouse.
Download success story (pdf. Open a new window) View all success stories
Chris Stroud
Director of Contact Centre Operations,
Dixons Carphone Group
Challenge
- As COVID-19 forced DCG to close its stores, and demand increased for online support and sales, the company needed to rapidly expand its service channels.
Solution
- Using Nuance Live Assist and Nuance Virtual Assistant, DCG deployed more than 100 new chat agents and a conversational virtual assistant within just a few weeks.
Results
- DCG’s chat agents handle around 35,000 per week, and its virtual assistant handles nearly 100,000 interactions weekly.
Background
As COVID-19 lockdowns were put in place across the UK, hundreds of DCG’s physical stores were forced to close, creating a huge spike in sales across the company’s phone and digital channels. With only 25 agents working in its live chat division, the service could easily have been overwhelmed.
But DCG worked closely with Nuance to expand its digital channels and continue serving customers with minimal disruption.