GenAI Assistant Improves Handling Time by 8% and Lifts CSAT by 6%

The client is an American multinational technology company engaged in e-commerce, cloud computing, and artificial intelligence.

Lengthy SOPs Were Slowing Down Consultants

Consultants supporting customers across calls, chats, emails, and back-office tasks relied on lengthy standard operating procedures (SOPs). Because these complex SOPs made it hard to quickly find the right information, consultants often paused to ask supervisors for help. This reliance extended handle times and strained customer service at scale. The client needed a faster, frictionless way to deliver accurate information directly to consultants.

A GenAI Assistant Built for Consultant Support

Sutherland introduced the HelpTree GenAI Assistant to give consultants a streamlined way to access precise, up-to-date customer responses in the moment they’re needed. Rather than digging through lengthy SOPs or waiting on an SME, consultants can now query the assistant directly for trustworthy answers, speeding up resolutions across calls, chats, emails, and back-office tasks. The tool was designed to fit within existing handle-time limits, letting consultants focus their attention on the customer’s actual need rather than on process navigation, while maintaining consistency and accuracy across every channel.

Faster Support and Higher Customer Satisfaction

The HelpTree GenAI Assistant has meaningfully improved the consultant support experience. Average handling time improved by 8%, giving customers a faster resolution, while consultants generated more than 8,650 AI-assisted responses on average each month. Teams powered by the assistant achieved a 6% improvement in customer satisfaction scores compared to teams without it. Together, these results have elevated the standard of delivery and client satisfaction while boosting consultant productivity across the support organization. Consultants can now trust the assistant for accurate, up-to-date information, letting them concentrate on the customer’s needs within handle-time limits rather than searching through SOPs.