Cybersecurity Leader Achieves 95% CSAT and 50% Higher Self-Service with AI Support
95%
Sustained customer satisfaction50%
Increase in self-service adoption83%
Faster log analysis time17%
Improvement in satisfaction
The Challenge
Scaling support without losing quality or speed
Rapid growth created pressure on the client’s support operations. High volumes of complex technical issues, combined with a competitive talent market, made it difficult to maintain consistent service levels. The company needed a support model that could scale efficiently, reduce resolution time, and maintain a strong customer experience across global operations.
Sutherland Solution
AI-enabled support model built for scale and consistency
Sutherland designed a support strategy that combined skilled teams with intelligent automation. Level 1 support was centralized across onshore and nearshore locations to improve efficiency and access to talent. Specialized Level 1.5 engineers and escalation managers were introduced to handle complex cases and high-value customers.
At the core of the solution was an AI-powered Cognitive Knowledge Engine. This platform unified multiple knowledge bases into a single system, making it easier for both customers and agents to find accurate answers quickly. Sutherland also implemented advanced analytics tools, including automated log analysis, to reduce troubleshooting time and improve resolution accuracy.
The Outcome
Higher satisfaction, faster resolution, and scalable growth
The new support model delivered measurable improvements across performance and customer experience. The client achieved a 95% customer satisfaction rate while increasing self-service adoption by 50%, reducing the need for agent intervention. Log analysis time dropped by 83%, which significantly improved response and resolution times.
Search accuracy also improved, with failed queries reduced from 30% to less than 3%. Customers using self-service tools reported a 17% increase in satisfaction, showing that the experience was not only faster but also more effective. These improvements contributed to a 90%+ renewal rate and helped the client earn industry recognition for customer service excellence.
That’s digital outcomes delivered!
