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.

Our 360-degree customer watchtower simplifies challenges exponentially

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