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Customers hate to wait for great service!

The Home Depot decreased handle time by 4% and increased customer experience by 6% in 10 weeks.

Case Study

The Home Depot

VOC
customer experience
increase productivity
remote work

The Home Depot is the world’s largest home improvement retailer with 2,290 stores (averaging 105,000 square feet) in North, Latin and South America. Founded in 1978, Home Depot has evolved to an online retailer that carries over 1 million products online. It has won several e-commerce related awards and is recognized on its focus to value all its customers.

Today, The Home Depot has nearly 400,000 orange-blooded associates, sells millions of products in store and online, as well as, serves millions of customers every year. The Home Depot’s indoor retail space is interconnected with an e-commerce business that offers products for the DIY customer, professional contractors, and the industry’s largest installation business for the Do-It-For-Me customer.

The Home Depot orients towards inverted pyramid of leadership where they really invest in and pay attention to associate and front level leaders. This helps to ensure that customers are guaranteed exemplary customer service. The Home Depot provides significant amount of training for its frontline associates and front level team leaders. Doing so has made The Home Depot a go-to-place for customers who are building for the first time, professional service providers and independent contractors, who rely on TheHome Depot’s unparalleled customer services everyday.


The Home Depot Overview

THE HOME DEPOT RANKED #21 ON FORTUNE'S MOST ADMIRED LIST

● EXCELLENT CUSTOMER SERVICE   ● GIVING BACK   ● ENTREPRENEURIAL SPIRIT ● BUILDING STRONG RELATIONSHIPS ● RESPECT FOR ALL PEOPLE   ● DOING THE RIGHT THING   ● TAKING CARE OF OUR PEOPLE

Opportunity

The Home Depot wanted to increase bandwidth forSupervisors to coach and develop their team members and empower Associates to act on their own performance. As The Home Depot focused more on its growing and successful e-commerce business and international growth, the role and responsibility of associates interfacing with customers became even more vital. The number of products and SKUs in its retail location and available on its e-commerce website increased exponentially and customers demanded that associates be experts in all products. Associates want to improve but were also frustrated with lack of effective coaching to improve outcomes.

With more associates working from home, it was paramount that they were effectively coached and can take actions to improve metrics that are being monitored by their managers.


“AmplifAI is a game changer! This new software has allowed me to build with my team. Amplifai has allowed the associates to be in control of their own performance. They can see firsthand their behaviors and how it impacts their performance. By the time we meet and talk it’s a stress-free coaching conversation in finding ways to overcome challenges by correcting certain behaviors.”

Jeffrie Aparicio, Operations Supervisor @ The Home Depot

Pain Points

  • Customers demanded expertise in all problems and products by the associates.
  • Associate feedback process took too long for preparation which left little time for delivery
  • Frontline leaders’ performance declined without effective coaching and actions

Approach

AmplifAI is an intelligent contact center solution powered by Artificial Intelligence (AI) that fuels clients’ existing data (CRM, ACD/IVR,Quality, Surveys, Sales) to auto-generate, performance-relevant actions for frontline agents and team leaders. AmplifAI created personas and learning styles that were unique to each The Home Depot agent to improve behaviors and in turn outcomes (e.g.: FCR, CSAT, NPS, AHT, VOC and ASAT.). AmplifAI accomplished this by deploying Machine Learning and AI driven bots for micro-learning, coaching & task generations for employees, teams and enterprises.

AmplifAI Features

Performance Bots

AI-Powered Tasks, Coaching and Recognition Bots

Smart Data

Smart Data and Knowledge Processing

Intelligent CC

Intelligent Contact Center Solution Empowering Digital Labor

Coaching Effectiveness

A tailored approach to coaching based on personas of each associate. Managers are measured on impact of the coaching session.

Predictive Performance

Call to action for each persona and metric personalized by each associate to improve metric performance.

Digital Labor Workflows

Automate workflows, such as, tasks generation (e.g.:coaching, recognition, micro-learning, etc.) for managers and associates.

Measured Success

In a 10-week pilot with The Home Depot, AmplifAI was leveraged by 80 associates and 6 supervisors. This group accounted for 14% of the entire Customer Care Team for The Home Depot. In order to improve voice of the customer and support provided to the customers, supervisors received auto-generated actions to effectively coach associates on specific behaviors. The Home Depot saw significant improvement across all metrics (e.g.: ASAT, LTSA, AHT and Reopen Rate) within 10-weeks of deployment.

Given the tremendous success of the pilot and immediate improvement in customer satisfaction and agent performance, AmplifAI is now utilized by 100% of the customer care team which includes 600 associates and supervisors.

4%

DECREASE IN AVERAGE HANDLE TIME

6%

INCREASE IN AGENT SATISFACTION