A Fortune 100 financial software company provides customers with access to expert assistance through a live chat experience. While the service delivers high-value support, it is also operationally expensive and impacted by customer response delays.
Analysis of chat behavior revealed:
Reducing average chat duration became a key focus area to improve efficiency and reduce cost while maintaining service quality.
Concord designed and implemented an A/B-tested behavioral automation to reduce inactivity during live chat sessions.
The solution introduced an expert-facing prompt within the chat interface. After 3 minutes of customer inactivity, experts were shown a suggested message that they could either:
This encouraged faster customer re-engagement while preserving expert control over messaging.
The intervention was deployed within the company’s internal chat orchestration platform.
Databricks supported the underlying data and experimentation environment used to measure and validate A/B test outcomes at scale.
The A/B test delivered significant improvements in both customer engagement and operational efficiency:
By introducing a simple behavioral automation and validating it through structured experimentation, the organization was able to reduce idle time in expert-led chats, improve responsiveness, and significantly lower operational costs.
Not sure on your next step? We'd love to hear about your business challenges. No pitch. No strings attached.
