Case study: Improving the Customer Experience of Unassisted Support Channels for a Global Electronics Giant

Business Context

Our client, a global consumer electronics giant, was looking to reduce dependencies on assisted support channels and increase the use of online functions and automated channels.

How BRIDGEi2i Delivered Value?

BRIDGEi2i partnered with the client to deploy advanced AI algorithms that use a combination of exploratory analysis, web analytics, and Natural Language Processing (NLP) to identify drivers of C-SAT scores.

BRIDGEi2i’s state-of-the-art AI and Innovations Lab stepped in to create a 360-degree Customer Experience Watchtower that delivered insights in real-time. What’s more, an anomaly detection framework was also built to analyze predictively and alert decision-makers to act immediately on customer pain points.

The result was an interactive dashboard that helped the core team in comparing different online communities, and which encouraged seamless customer service experience. On the whole, personalized recommendations helped enhance the CSAT score marginally while achieving the end objective of increasing unassisted support channels.

Our 360-degree Customer Watchtower Simplifies Challenges Exponentially

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