Agents juggled three systems just to gather basic caller info. Now, AI handles routine lookups, freeing staff to solve complex issues.
A prominent Canadian consumer electronics retailer managed its customer support operations across multiple fragmented legacy systems, lacking a unified view of the customer journey.
Agents had to navigate up to three different platforms during a single interaction just to gather basic caller information. This fragmented approach...
“We want to make sure that we’re in front of customers whenever they want to talk to us, and are providing them the support they need.”
Consumer electronics and home appliances retailer with online and physical stores.
AI-powered customer experience orchestration platform for contact centers.
Worked with Best Buy Canada to implement the Genesys Cloud platform
Related implementations across industries and use cases
Millions of order and warranty calls overwhelmed support. Now, an AI voice agent fields live calls to independently resolve cases.
Data scattered across 350 interfaces bottlenecked service. An autonomous AI agent now resolves 73% of cases using unified product manuals.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Millions of order and warranty calls overwhelmed support. Now, an AI voice agent fields live calls to independently resolve cases.
Agents toggled windows to take manual notes. Now, AI transcribes live and routes calls, freeing 700 staff to focus entirely on the customer.
Associates manually routed complex tickets and managed 47K product tags. Now, AI agents triage requests and classify attributes.
Store managers lost applicants to a 10-day hiring cycle. Now, an AI agent screens and schedules via text, saving thousands of hours.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.
Agents juggled three systems just to gather basic caller info. Now, AI handles routine lookups, freeing staff to solve complex issues.
A prominent Canadian consumer electronics retailer managed its customer support operations across multiple fragmented legacy systems, lacking a unified view of the customer journey.
Agents had to navigate up to three different platforms during a single interaction just to gather basic caller information. This fragmented approach...
“We want to make sure that we’re in front of customers whenever they want to talk to us, and are providing them the support they need.”
Consumer electronics and home appliances retailer with online and physical stores.
AI-powered customer experience orchestration platform for contact centers.
Worked with Best Buy Canada to implement the Genesys Cloud platform
Related implementations across industries and use cases
Millions of order and warranty calls overwhelmed support. Now, an AI voice agent fields live calls to independently resolve cases.
Data scattered across 350 interfaces bottlenecked service. An autonomous AI agent now resolves 73% of cases using unified product manuals.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Millions of order and warranty calls overwhelmed support. Now, an AI voice agent fields live calls to independently resolve cases.
Agents toggled windows to take manual notes. Now, AI transcribes live and routes calls, freeing 700 staff to focus entirely on the customer.
Associates manually routed complex tickets and managed 47K product tags. Now, AI agents triage requests and classify attributes.
Store managers lost applicants to a 10-day hiring cycle. Now, an AI agent screens and schedules via text, saving thousands of hours.
Inboxes overflowed with tracking and sizing queries. An AI now locates orders and asks player height to size gloves instantly.
Specs scattered in PDFs meant fixes took weeks. Now, autonomous agents access unified data to resolve over 25% of cases instantly.