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09/27/2022

HelloFresh enhances contact center with AI

Dan Berthiaume
Senior Editor, Technology
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HelloFresh is using AI in its customer contact center.

A leading meal kit provider is transforming its customer contact center experience with artificial intelligence (AI)-driven speech analytics.

HelloFresh is implementing the Medallia Contact Center suite in an effort to better understand and manage structured and unstructured customer service data. The company seeks to improve its U.S. contact center experience and ultimately, the overall customer experience.

As part of this effort, HelloFresh is automating its quality assurance processes and turning customer insights into actionable data, with the goal of improving the contact center experience for both customers and agents.

Employing AI-based speech analysis, HelloFresh can now automate quality monitoring across all frontline agents and identify high-impact calls for manual reviews, instead of randomly selecting a small subset of calls for manual review.

This comprehensive monitoring helps the Hello Fresh contact center be more proactive in identifying emerging issues across all business lines and being able to act quickly to resolve them. And by understanding the reason for calls alongside more focused, insight-driven frontline coaching, HelloFresh intends to enable agents to solve issues faster, thus lowering call volumes and duration.

The Medallia Contact Center Suite captures 100% of customer and agent interactions, leveraging AI to provide customer analysis and drive integrated learning for HelloFresh via near-real-time coaching to frontline agents.

“As a customer-centric organization, we wanted to work with the industry leader in customer experience,” said Maureen Kamaishah, director of customer experience, HelloFresh U.S. “We selected Medallia for their best-in-class technology, but also because we knew they were a knowledgeable and collaborative partner. Our implementation has been incredibly smooth and we have continued to be impressed by the responsiveness and transparency of the entire team at Medallia. We are excited to start uncovering insights and believe the ability to proactively monitor calls is going to be a game changer for our organization.”

“As an iconic global brand, HelloFresh puts their customers first in all aspects. By incorporating Medallia’s best-in-class contact center suite, they can deliver not only the best customer experience, but also a higher quality agent experience,” said Leslie Stretch, CEO, Medallia.

HelloFresh undergoes data-driven enterprise transformation

HelloFresh is also leveraging data management technology to improve forecasting and scale operations to meet consumer demand. The company is deploying Informatica data management solutions to improve its use of data and manage data as a strategic asset.

As part of its growth strategy, the company has doubled its global technology department in size in the past two years, and now employs almost 1,000 engineers, designers, data engineers, data scientists, product managers, and analysts. Utilizing the Informatica Enterprise Data Catalog, HelloFresh first increased data transparency for this team.

Since then, the company has also implemented Informatica Axon Data Governance solutions to increase its ability to deliver relevant data to users across the enterprise. HelloFresh bases all business decisions, including in product development, on the analysis of millions of data points. In general, HelloFresh is moving away from spreadsheets and toward embedding data directly into business operations.

HelloFresh SE is a global food solutions group and an international meal kit company. The HelloFresh Group consists of six brands that provide customers with food and recipes for different meal occasions. The company was founded in Berlin in November 2011 and operates in the U.S., the U.K., Germany, the Netherlands, Belgium, Luxembourg, Australia, Austria, Switzerland, Canada, New Zealand, Sweden, France, Denmark, Norway, Italy, and Japan.