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Case Studies    Northumbrian Water

Reducing Northumbrian Water’s expenditure by 700K, with a 2,500% ROI

In four weeks, we identified 30% misclassifications in their call sample which enabled the client to reduce their financial expenditure by around £700,000.

Aiimi Services

Manage Data & Content

Amplify Insight

AI & Automation

Client Overview

Northumbrian Water

Legal

    The Challenge

    Northumbrian Water had around two million telephone conversations with customers every year, at an average length of twelve minutes. The volume of calls was so large that call handlers couldn’t manually capture all information, and mis-classified incidents that led to financial loss and a missed regulatory target.

    Our Solution

    Aiimi piloted a new software that analysed thousands of phone calls that had been classified as queries or complaints. From here the software extracted and classified information from the customers, which allowed us to present the business with a prioritized hit list of suspected incidents for them to act on.

    The Results

    In four weeks, we identified 30% misclassifications in the sample which enabled the client to reduce their financial expenditure by around £700,000, giving them a ROI of 2,500%.

    We went on to repeat this process for a second problem area and achieved a hit rate of 65% misclassifications and further significant ROI. As Claire Sharp, Customer Director at Northumbrian Water said: “Having worked with Aiimi to trial this software on two separate sets of calls, we can now take even deeper learning from our conversations with customers, which is fantastic news when it comes to developing our people and services to better meet their needs.”

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