Case Study

Humach enhances AI-powered customer experience solutions with Claude

Humach, a customer experience solutions provider, uses Claude to power AI-assisted agents and digital workers that streamline customer interactions across multiple channels. By leveraging Claude in Amazon Bedrock, Humach has created a comprehensive, one-stop solution for customer experience management.

With Claude, Humach delivers:

  • 15-20% increase in operational efficiency
  • 20% increase in customer support call automation
  • Improved customer satisfaction through expanded self-service knowledge
  • Increased scalability and flexibility in CX operations

Transforming digital customer interactions

Humach (humans + machines), a leader in customer experience solutions for over 35 years, wanted to modernize and future-proof their business by adapting to the new digital and AI-driven landscape. Bruce Sharpe, Chief Product Officer at Humach, recognized the need to revolutionize their CX operations by introducing real-time insights into customer interactions and enhancing their digital agent layer. Their goal was to manage repetitive requests and empower customer self-service, demonstrating a new approach to customer experience.

Humach aimed to enable human agents to handle more complex customer interactions, leading to higher job satisfaction, longer agent tenure, and better customer experience. In a time of global service shortages, effective customer self-service was key to preventing undesirable call experiences and customer dissatisfaction.

Choosing Claude for versatility, accuracy, and integration

To address these challenges, Humach partnered with Innovative Solutions, an Amazon Web Services (AWS) Premier Tier Services partner specializing in AWS AI and machine learning services. Travis Rehl, CTO at Innovative Solutions, led the implementation of Large Language Model Technology from Amazon Bedrock, providing access to various LLMs, including Claude.

Humach and Innovative Solutions chose Claude in Amazon Bedrock for several key reasons:

  1. Versatility: Claude's ability to handle multiple use cases within a single model family was a significant advantage. Kelly Uhlrich, COO at Humach, emphasized the importance of a unified solution for customer experience management without relying on multiple vendors.
  2. Accuracy: Claude demonstrated superior responsiveness and output quality compared to other models, ensuring high-quality customer interactions.
  3. Integration: Claude's availability in Amazon Bedrock simplified deployment and management, allowing seamless integration with Humach's existing AWS infrastructure.
  4. Cost-effectiveness: By using a single model family for multiple tasks, Humach avoided integrating disparate solutions, saving time and resources in implementation and maintenance.

How Claude powers Humach's comprehensive CX solution

Innovative Solutions collaborated with Humach to develop a Custom Language Model (CLM) framework for Humach-specific and customer-specific interactions. This solution, powered by Claude in Amazon Bedrock, integrates various AI functionalities into Humach's mAI Pilot platform:

  • Digital Voice Agent: Enables natural language interactions with customers through voice channels, providing quick and accurate responses.
  • Live Agent Assistance: Helps human agents by summarizing information and providing relevant knowledge during customer interactions.
  • Custom Language Models (CLMs): Processes and indexes client-specific content, creating tailored knowledge bases for digital and human agents.
  • Sentiment Analysis: Analyzes customer interactions for insights on sentiment and satisfaction.
  • Content Classification: Categorizes and organizes large volumes of customer and business data for easy retrieval and analysis.

This solution allows Humach to offer a fully integrated, AI-powered CX platform without relying on multiple vendors or technologies.

Transforming customer service efficiency and quality

The collaboration between Humach and Innovative Solutions, leveraging Claude in Amazon Bedrock, has significantly improved Humach's customer service operations. The solution has led to a 15-20% increase in operational efficiency through optimized Custom Language Model responses. Additionally, Humach has automated about 20% of calls through customer adoption of AI-powered self-service options.

Claude's assistance has also transformed human agents' work. By quickly summarizing relevant information and providing context-aware suggestions, Claude helps agents resolve customer issues faster and more accurately. This improves customer satisfaction and enhances job satisfaction for agents by reducing repetitive tasks and allowing them to focus on complex, high-value interactions.

The impact extends to Humach's clients as well. The AI-powered platform provides self-service knowledge that enhances customer satisfaction and empowers users to find answers quickly and efficiently without having to speak to a live agent. This solution enables Humach's clients to deliver superior customer experiences while optimizing operational costs.

Looking forward: The future of AI in customer experience

As Humach innovates in the CX space, they see AI playing a crucial role in shaping the future of customer interactions. Bruce Sharpe envisions a world where AI-powered digital workers handle complex tasks based on natural language requests, eliminating the need for elaborate, predefined workflows.

"Think of it as an individual persona that you can send information or requests to, and it does it on your behalf," explains Sharpe. This vision aligns with Humach's commitment to blending human expertise with advanced AI capabilities.

Humach plans to expand its use of Claude and other AI technologies to enhance its mAI Pilot platform. They’re exploring advanced features like AI-powered testing and evaluation of their own systems, deeper sentiment analysis, and sophisticated content generation.

By partnering with Anthropic and leveraging Claude's capabilities, Humach aims to stay at the forefront of CX innovation. They see Claude as a key enabler in their mission to provide more personalized, efficient, and satisfying customer experiences while empowering human agents to focus on high-value interactions.