Sutherland Powers AI-Driven Sales and Support Transformation for Global Storage Solutions Leader

Learn how a leading storage solutions provider partnered with Sutherland to enhance customer support and sales through AI-driven automation and achieved streamlined operations, improved customer engagement and brand leadership.

About The Company

A leading innovator in semiconductor and memory technology, the client develops advanced storage and computing solutions for industries ranging from data centers and automotive to consumer electronics.

The Challenge

Scaling Customer Support in a Fast-Paced Technology Industry

As a global leader in memory and storage solutions, the client serves a diverse customer base, including individual users, businesses, and IT professionals. With a reputation for high-performance products and exceptional service, the company faced growing pressure to scale its customer support operations efficiently while maintaining quality and responsiveness.

Heavy reliance on live agents for routine inquiries, driving up operational costs and response times.
Inconsistent support experiences across different channels, impacting customer satisfaction.
Increasing demand for fast, personalized support as customer expectations evolved.

Traditional support channels like voice and email struggled to keep pace with rising inquiry volumes. To sustain high service standards while optimizing costs, the company sought an intelligent solution that could enable seamless self-service, enhance efficiency, and ensure complex issues were swiftly escalated to live agents.

The Solution

AI-Powered Transformation for Scalable Customer Support

To help the client enhance customer support efficiency and meet growing demand, Sutherland deployed an AI-driven chatbot solution designed to provide 24/7 automated assistance, reduce reliance on live agents, and elevate customer satisfaction. By integrating cutting-edge AI, cloud-based scalability, and proactive engagement strategies, Sutherland enabled a seamless support experience that balanced automation with human expertise.

Key Solution Components

Custom AI Chatbot Workflows: Sutherland collaborated closely with the client to design chatbot workflows that addressed common customer inquiries, such as product compatibility checks, order tracking, and warranty details. These workflows empowered customers with instant, self-service resolutions, reducing the need for human intervention while maintaining accuracy and efficiency.
Seamless Agent Escalation: The chatbot was integrated with real-time agent availability tracking, ensuring a smooth transition for customers who required live support. This hybrid approach optimized efficiency by handling routine queries through automation while seamlessly escalating complex issues to human agents without delays.
Proactive Customer Engagement: To enhance user experience, Sutherland equipped the chatbot with guided interactions and proactive prompts, directing customers toward relevant self-service options, FAQs, and troubleshooting resources. This approach not only reduced operational costs but also improved customer confidence in the support process.
Continuous Optimization with AI and Data Insights: Sutherland implemented a data-driven improvement loop, leveraging customer interactions and feedback to refine chatbot responses over time. This iterative approach ensured the AI continuously learned and adapted, providing more precise, relevant, and personalized assistance.

Leveraging Advanced AI and Cloud Technology

Dialogflow CX for Intelligent AI Workflows: Sutherland utilized Google Dialogflow CX, enabling the chatbot to handle multi-turn conversations, accurately interpret customer intents, and provide context-aware responses. This advanced AI model improved the bot’s ability to understand nuanced queries and deliver accurate solutions.
Google Cloud for Scalability and Integration: Built on a scalable cloud infrastructure, the chatbot seamlessly integrated with backend systems, ensuring efficient data management, real-time query resolution, and enterprise-wide support capabilities.

By combining AI-driven automation, real-time escalation, and continuous learning, Sutherland’s solution transformed the client’s customer support operations – reducing agent workload, accelerating response times, and enhancing customer engagement, all while maintaining a superior support experience at scale.

The Outcome

Transforming Support Operations with AI-Driven Efficiency

Through its partnership with Sutherland, the client realized significant operational enhancements and measurable improvements in customer support, leveraging AI to optimize efficiency, drive sales impact, and enhance customer experiences.

Key Results

65% Containment Rate: From 2021 through 2024, the AI chatbot successfully managed the majority of customer interactions without human intervention. This significantly reduced live agent workload, allowing them to focus on complex, high-value queries.
Sales Conversion Uplift: The chatbot extended beyond traditional support, driving a 9% redemption rate on promotional codes, directly contributing to sales and reinforcing its role in customer engagement and revenue growth.
Accelerated Response Times: Automated support substantially reduced wait times, improving customer satisfaction and strengthening trust in the brand’s service capabilities.

Strategic Benefits

Enhanced Customer Experience: Customers received faster, more consistent, and highly responsive support, leading to greater satisfaction and increased brand loyalty.
Operational Efficiency: AI-driven automation streamlined routine interactions, enabling human agents to prioritize complex inquiries, elevating service quality and productivity.
Cost Optimization: By reducing dependence on human agents for standard queries, the company effectively lowered operational costs while maintaining premium service levels.
Scalable Support Infrastructure: The AI-enhanced solution provided a future-ready, scalable framework, ensuring seamless adaptation to increasing inquiry volumes as the company continued to expand.

That’s digital performance unlocked, and measurable results delivered!

A Strategic Evolution in Customer Support

The partnership with Sutherland highlights the power of AI-driven automation in customer support. By integrating intelligent workflows, real-time escalation, and data-driven optimization, Sutherland helped the client build a seamless, high-performance support system. This transformation enhanced efficiency, improved customer engagement, and positioned the company for long-term growth and innovation.

Industry
Communications, Media & Entertainment