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Customer Overview
The client is a global management consulting and technology organization with over 13,000 employees. The organization required a robust solution to streamline customer service operations and improve case resolution efficiency through advanced AI and automation capabilities.
Business Challenges
The client faced multiple challenges including fragmented customer interactions, slow case resolution and escalations, lack of self-service options leading to high call volumes, disconnected back-end teams, limited visibility into customer health, and ineffective performance management.
The Solution
Birlasoft implemented the Customer Service Management (CSM) module along with GenAI capabilities to address the client's challenges. The solution included automated case routing, SLA-driven workflows, AI-powered prioritization, and deployment of AI agents for case triage and resolution. Full deployment of Now Assist capabilities enabled summarization, generation, and analysis across various service components. Additionally, a self-service portal and virtual agent were introduced to reduce ticket volume and empower users. Custom dashboards, real-time analytics, and KPI tracking were also implemented to enhance performance visibility.
Value Delivered
- 30%+ improvement in average case resolution time
- ~20% cases resolved without human intervention
- 40%+ time saved per agent on case notes, emails, and SOP creation
- Single source of engagement for all IT needs