The Challenge:

Scaling Customer Operations & Reducing Costs

A leading telecommunications provider sought to enhance customer experience, reduce operational costs, and accelerate agent productivity. With high call volumes and lengthy agent onboarding times, the company needed a scalable solution that could streamline service delivery, improve response accuracy, and reduce costs, all while maintaining exceptional customer satisfaction.

The provider faced several challenges:

• Extended Agent Onboarding Times – New agents took too long to become proficient, delaying productivity.
• High Average Handling Time (AHT) – Inefficient knowledge retrieval led to longer call durations, increasing costs.
• Inconsistent Customer Experience – Agents working with fragmented information sources, leading to variable service quality.

Our Solution:

AI & Automation to Drive Value

ResultsCX deployed an AI-driven Agent Assist platform to transform customer interactions and drive measurable value creation:

• Real-Time Guidance & Automation – AI-powered assistance delivered instant, context-aware recommendations, enabling faster resolution of customer queries.
• Unified Knowledge Base – Integrated disparate information sources into a single, accessible system, reducing agent search time and improving accuracy.
• Streamlined Onboarding & Training – Reduced training complexity, allowing new agents to become productive faster.