Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Southeastern · UP3
Vendor-reportedLogistics & transportUnited KingdomScaledEnterpriseNLPLive 2023
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by up3.co.uk (vendor self-report). Checked against the source page on 2026-09-06. 3 of 3 figures below appear on that page word for word.
The problem
Customer contact was increasingly digital, and the customer service team needed to empower customers to self-serve and reduce pressure on call centre agents.
What was deployed
- Vendor
- UP3
- Products
- ServiceNow Virtual Agent, ServiceNow CSM
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- robust data from their call centres around the topics customers were most frequently asking about
- Scale
- 21,000 interactions handled in 8 months
- Timeline
- 8 months
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
80digital customer interactions handled by Virtual Agent
“Since going live, 80% of Southeastern's digital customer interactions have been resolved through the Virtual Agent”
Quoted word for word from the source
20digital interactions needing live agent
“with only 20% of requests needing to be passed to a real person due to the complexity of the query”
Quoted word for word from the source
21000requests handled by Virtual AgentBetween February and October 2023
“Between February and October 2023, 21,000 requests have been handled by Virtual Agent”
Quoted word for word from the source
“Virtual Agent is already a vital customer service tool for us, helping our customers quickly and easily get accurate information to address their queries. With UP3 making ongoing improvements, we’re excited to roll it out further and continue to drive an exceptional experience for our customers.”
Difficulties and limits
- In 2023 digital contact had grown to cover 63% of Southeastern's customer outreach, with that number predicted to grow to 78% in the next year.
Sources
- up3.co.uk — vendor self-report
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