The Challenge
Providing an Exceptional Customer Experience to Meet Demands and Volume Spikes
Our client is a global leader in electronics, entertainment, and gaming. As a tech company serving a savvy, predominantly younger demographic, the pressure was on to deliver a stand-out customer support channel for the hundreds of millions of gamers they served worldwide.
Given the expectations of their audience, a simplistic bot wouldn’t suffice. The company needed a solution that could match the cutting-edge experience their customers had come to expect. And that solution had to be able to scale to meet volume spikes around new releases.
Our client had already tried twice to implement conversational AI capabilities to manage the customer experience intelligently and efficiently. However, both attempts had failed to deliver on customer expectations.
They needed a partner that could provide the advanced AI technology they were missing, but also one that would look at the problem through a customer experience lens.
The Outcome
Seamless Support at Scale With Built-In Intelligence
Our advanced AI, analytics, and automation expertise – together with a 35+ year track record of reinventing front-office experiences for global organizations – made Sutherland the ideal partner.
First, we tailored our proven Conversational AI solution to fit the client’s unique DNA. With its natural language processing and intelligent decision-making capabilities, the platform was able to solve complex problems in real-time, significantly enhancing the customer support experience.
Leveraging our market-leading AI technology in this way also helped the company address another challenge: enabling new support functionality without increasing labor costs.
For example, gamers had not been able to change their IDs for 15 years because to do so would require a tenfold increase in labor to handle the volume. However, with Sutherland’s advanced AI solution, ID changes could be handled without the need for any human intervention. Our conversational AI platform also managed the volume spikes during the pandemic – again, with zero labor increases required.
Conversational AI has delivered measurable business results, contributing both to the bottom line for our client as well as ensuring a consistently excellent customer experience at scale. That’s digital performance unlocked and measurable results delivered!
Of customer interactions handled with no human involvement
Contribution to EBITDA driven by AI-led engagement
Ready to See What Conversational AI Can Do for Your Business?
Services
Digital CX, AI, Automation, Conversational AI
Industry
Technology
