Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
A multinational utility provider managing customer service operations across three separate partner organizations, each relying on disparate and fragmented workforce management systems.
Agents faced significant cognitive burden from manual post-call summarization, while quality managers struggled to track customer commitments like...
“We’re committed to delivering exceptional customer experiences by leveraging innovative strategies and cutting-edge technology.”
Low-carbon energy, electricity, and gas generation and retail services.
AI-powered customer experience orchestration platform for contact centers.
ENGIE Australia & New Zealand's Contact center optimization is part of this use case:
Related implementations across industries and use cases
Managers once manually reviewed up to 84 recordings to find information. Now, AI instantly generates summaries and automated scorecards.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Agents juggled disconnected systems while customers repeated themselves. AI now surfaces the full picture on arrival—handling time down 30%.
Managers once manually reviewed up to 84 recordings to find information. Now, AI instantly generates summaries and automated scorecards.
Student insights were trapped in unreviewed audio. AI securely evaluates every call to power instant feedback and proactive coaching.
350,000 track images reviewed by hand each month, always chasing failures. TrackDefectX now catches defects before they escalate.
Finance, supply chain, and field data scattered across cloud and on-prem systems—no unified view of profitability. One lakehouse, real-time.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Manual call notes burdened agents, while managers struggled to track promises. Now, AI copilots automate summaries and verify commitments.
A multinational utility provider managing customer service operations across three separate partner organizations, each relying on disparate and fragmented workforce management systems.
Agents faced significant cognitive burden from manual post-call summarization, while quality managers struggled to track customer commitments like...
“We’re committed to delivering exceptional customer experiences by leveraging innovative strategies and cutting-edge technology.”
Low-carbon energy, electricity, and gas generation and retail services.
AI-powered customer experience orchestration platform for contact centers.
ENGIE Australia & New Zealand's Contact center optimization is part of this use case:
Related implementations across industries and use cases
Managers once manually reviewed up to 84 recordings to find information. Now, AI instantly generates summaries and automated scorecards.
Routine requests buried support staff. AI agents now resolve 71% of cases autonomously, from billing answers to smart charging setup.
Agents juggled disconnected systems while customers repeated themselves. AI now surfaces the full picture on arrival—handling time down 30%.
Managers once manually reviewed up to 84 recordings to find information. Now, AI instantly generates summaries and automated scorecards.
Student insights were trapped in unreviewed audio. AI securely evaluates every call to power instant feedback and proactive coaching.
350,000 track images reviewed by hand each month, always chasing failures. TrackDefectX now catches defects before they escalate.
Finance, supply chain, and field data scattered across cloud and on-prem systems—no unified view of profitability. One lakehouse, real-time.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.