When ApoEx, a Swedish pharmacy for healthcare providers, decided to bring customer service in-house after years of outsourcing, they knew they needed the right tools to build a strong and efficient contact centre.
To ensure smooth onboarding for new agents and improve knowledge sharing, they turned to Puzzel’s Conversational Intelligence. By using AI-powered conversation analysis, ApoEx empowered their team to refine their communication skills, learn from real interactions, and provide faster, more accurate responses. In just one month, agents halved the number of information searches, improving both efficiency and service quality.
Building a knowledge-driven contact centre
In early 2023, ApoEx made the strategic decision to establish its own in-house contact centre. With a newly onboarded team of agents, the challenge was ensuring fast, effective knowledge transfer so that every team member could confidently assist customers from day one.
By using Puzzel’s Conversational Intelligence, new hires could immediately listen to real examples of successful conversations, allowing them to learn best practices directly from experienced colleagues. Instead of relying solely on traditional training methods, agents could develop their skills in a real-world context, making it easier to handle customer inquiries with confidence.
Optimising knowledge sharing with AI-powered insights
ApoEx also introduced a management dashboard to monitor how often agents searched for information—whether by asking colleagues or looking up details in internal systems. This gave the leadership team real-time visibility into knowledge gaps and allowed them to provide targeted coaching and support where it was needed most.
With these AI-driven insights, ApoEx was able to fine-tune its training and coaching efforts, helping agents become more self-sufficient faster.
The results: faster responses, more confident agents
The contact centre's collective effort resulted in agents reducing their information searches in systems or among colleagues from 15% of all their conversations to only 6% of conversations.
