Case 02
Leveraging AI for CX Efficiency
Introduced AI agent assist and self-service to deflect tickets, speed resolution, and lift CSAT.
Situation
The CX team was facing inefficiencies and delays in issue resolution due to a lack of automation and AI tools.
Task
Implement AI-powered tools to streamline customer interactions and reduce the time it took to resolve customer issues.
Action
Partnered with cross-functional leaders from engineering, product, and IT to integrate AI tools such as Salesforce AI and Prosper for agent assistance. Introduced self-service capabilities based on data analysis of common customer issues to reduce support queries.
Results
Achieved a 38% deflection rate, significantly improving response times and reducing the workload on agents. This led to a 25% reduction in average resolution time and a 15% increase in customer satisfaction.