Leveraging GenAI Solution for a Leading Communication Provider

Overview

The client is a prominent communication service provider based in the USA. The client’s customer service team was grappling with significant challenges in managing and optimizing their contact center operations. 

business-challenges

Client Background & Challenges

The main challenges were limited agent bandwidth, high costs associated with agent-handled calls, and difficulties in data and transcript cleansing. Specific challenges included:

  • Agent Bandwidth & Cost
  • Data/Transcripts cleansing
  • Multiple Intent categories
  • Transcript classification

 

Our Approach

Solution

Develop a comprehensive solution leveraging Generative AI to analyze call and chat transcripts.

Technology

GenAI (Prompt Engineering) based Opportunity Analytics serves as an adjunct solution, integrated into a GenAI Portal.

Performance

The transformation has resulted in cost reductions and improved workflow productivity, demonstrating the effectiveness of the GenAI solutions.