30% repeat reduction at winter peak.
Winter peak was driving demand through the roof — and the early analytics showed something unexpected: high customer confusion, mixed messages, and repeats compounding into escalations. MOJO-CX found the confusion, fixed the scripts, and the repeats fell off a cliff.
A 12-week pilot across ~50 agents proved the operating-model change. By the end of the period, repeats were down 30%, complaints were down 30%, and customer-experience indicators had moved 34% positive. The headline was the FTE saving — but the deeper win was the audit-ready evidence trail.
An emergency motor-breakdown operator was experiencing extreme demand volumes through the winter peak. Initial speech-analytics work flagged something unexpected: high prevalence of customer confusion, contradictory information delivered between agents, and repeat contact rates that compounded into formal escalations and significantly inflated AHT.
Customers were already in a stressed emotional state (broken-down vehicle, family in the car). The conversational confusion turned each contact into a CSAT hit and an operational tax — and complaints were the symptom, not the cause.
- Identified the confusion source. Analyst AI Auto Discovery clustered the contradictory messaging by topic, queue and agent. The pattern was visible within days.
- Deployed script changes to ~50 agent pilot for 12 weeks. Targeted re-engineering of the conversation flows that were generating the repeats.
- Adherence monitored via speech analytics. Leader AI scored 100% of pilot conversations against the new flows, then pushed prompts when non-adherence was detected.
- Decomposed complaint AHT. The complaint-journey breakdown showed exactly which conversational moments were driving the 200+ second AHT inflation on complaint calls.
- ~100 FTE saving from repeat reduction
- ~£2.5m per annum in forecasted operational savings
- +34% increase in positive customer-experience indicators
- 30% reduction in complaints directly attributable to the new flows
Customers becoming confused and escalating are a significant demand driver. The contradiction was sitting in our own data — MOJO-CX found it in 12 weeks, and the winter peak became the easiest winter peak the operation had ever run.
Analyst AI found the confusion. Leader AI coached the fix into 100% of conversations.
Analyst AI Auto Discovery read every conversation for the contradictory-message patterns that were quietly inflating AHT and complaints. Leader AI Auto QA then scored adherence to the new flows on 100% of calls — closing the loop between "we know what's wrong" and "we know the fix is landing".
Meet Analyst AI and Leader AI →See your own peak through MOJO-CX.
Two-week Analyst AI Auto Discovery on one queue. We find your confusion patterns and size them in £, before you sign anything.