Startek Agent AI Delivers Customer Experience - Startek Provides Industry-Leading NPS & AHT Enhancement with PixieBrix

To deliver a best in-class customer experience, 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.

1,000

+
agents onboarded

25

%
INCREASE IN NPS

40

%
faster agent onboarding

100

SECond reduction in aht
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Startek

As one of the 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 36,000 associates across 12 countries who work in 36 languages, Startek aims to strengthen customer relationships, influence positive interactions, develop brand perception, 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.

Abhi Jain
‍Chief Growth Officer

Challenge

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

With increasing connectedness and service expectations, the role of being a contact center agent has never been more difficult. This is especially true for the first few weeks of an agents’ tenure, when onboarding and training can be 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. Specifically, Startek was seeking an AI-powered, secure, easy-to-use, and flexible software solution to document and guide several voice workflows for several 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 over 100 secs 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 over 1K+ agents being 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 teams already use to add a new layer of functionality to many of the web applications that support key clients. The solution set includes validation, warnings, decision trees, and checklists, all with an audit trail so you can identify process bottlenecks and continuously improve over time. PixieBrix stood out based on the following:
  • Speed: PixieBrix deploys as a browser extension, which offers 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.
  • Scale: PixieBrix solves complex agent rollouts with robust management and reporting to drive operational excellence.

Today

Startek relies on PixieBrix to deliver contextual guidance:

  • Contextual Guidance
    Startek’s 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 like 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 36,000 agents, and adopt additional AI-enabled PixieBrix solutions in search, translation, writing, and more.

TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing business sectors, including Social Media, eCommerce, Gaming, Streaming Media, Food Delivery and Ride-sharing, Technology, FinTech and HealthTech. As of December 31, 2022, TaskUs had a worldwide headcount of approximately 49,500 people across 27 locations in 12 countries including the United States, the Philippines and India.

Outcome

Challenge

Customer service in the digital era is more complex and harder to deliver than ever before, especially for TaskUs’ fast-growing, innovation-driven client base. These client partnerships involve a vast ecosystem of consumers and suppliers that have more choices and less patience than ever before. In this increasingly demanding and competitive environment, customer experience (CX) is the key driver of brand value which, in turn, makes TaskUs a key ingredient to its client’s long-term success. To set the pace in CX, the TaskUs team required more intuitive, more informative, and purpose-built web interfaces for several key marquee clients – all with the goal of improving agent workflows while still maximizing ensuring customer satisfaction. Specifically, they sought effective and scalable tools to help agents monitor and process customer transactions and inquiries with speed, precision, and the all-important “human touch.”

Solution

To improve agent experience and customer satisfaction, TaskUs partnered with PixieBrix, a low-code platform that rapidly customizes and automates the web tools teams already use  to add a new layer of functionality to many of the web applications that support key clients. This helped TaskUs process and resolve transactions and inquiries faster, with higher accuracy, and with greater transparency. This renewed focus on the two-way experience (agent success and customer excellence) helped agents to perform to the best of their ability while providing sustained positive and seamless experiences for the customer.

The Full Story

Team members often perform tasks such as:
At the same time, they’re expected to provide timely service with that precious human touch. To excel in this environment, TaskUs pairs highly-skilled people with world-class technology. TaskUs designs and develops some of this technology in-house, including proprietary solutions like AutomateUs, AssistUs, and ConnectUs. However, regarding UX customization and web automation, they chose to partner with PixieBrix. PixieBrix enabled TaskUs to customize the interface of the web tools their agents use to fit their processes and workflows better. Take the example of a customer inquiry. TaskUs teammates are authorized to perform certain actions depending on the customer’s claim, the system’s data, and various other factors. Unfortunately, not all of this information was integrated into a cohesive system. Certain types of inquiries involved multiple manual steps, such as navigating between different web pages, trimming data, and pasting it into a web portal - all while engaging with customers in a professional and courteous manner. TaskUs knew this “swivel chair integration” was inefficient and error-prone. Plus, the manual nature of this work wasn’t in line with TaskUs’s goal to continually improve their teammates’ engagement and well-being. With PixieBrix, TaskUs was able to supercharge this workflow, removing manual steps and checks to increase speed and accuracy.

Today

TaskUs relies on PixieBrix to enhance these critical aspects of their business:

The Future

TaskUs is a forerunner in outsourcing and CX, and will continue to define the gold standard among tech giants for years to come. Tech-enabled people will remain at the heart of this pursuit. To support this, TaskUs plans to roll out PixieBrix across the entire team of 49,000+ agents to enable the perfect user experience for the tools teammates rely on everyday.

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