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Reinventing Customer Engagement in BFSI with AI-Powered Cloud Contact Centers
Business Problem
A global consumer electronics organization managing high volumes of customer interactions across regions faced challenges in maintaining agent productivity, response consistency, and scalable support operations. With support teams spread across geographies, ensuring fast and accurate responses became increasingly complex.
The organization required a solution that could empower agents with real-time knowledge, reduce dependency on manual processes, and enable consistent support delivery across multiple channels.
The key challenges included:
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Inconsistent response quality across global support teams
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Limited agent efficiency due to manual knowledge search
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Difficulty scaling support operations across regions and channels
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Lack of real-time assistance for agents during customer interactions
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High dependency on agents without automation support
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Fragmented knowledge across multiple systems and repositories
This resulted in slower response times, inconsistent customer experiences, and increased operational overhead.
Business Solution
To address these challenges, a Gen AI-powered Agent Assist solution was implemented to enhance agent productivity, standardize responses, and enable scalable global support operations.
Key capabilities included:
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AI-Powered Agent Assist Integration: Delivered real-time suggestions and contextual guidance during customer interactions
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Automated Response Generation Across Channels: Enabled AI-assisted responses for Email, SMS, Web, and Social channels
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Unified Knowledge Access: Provided intelligent search across extensive knowledge bases (1,200+ sources)
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Multilingual Support Enablement: Supported global operations with localization for multiple regions
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Seamless CRM Integration: Integrated with customer support platforms for contextual and efficient workflows
This solution transformed agent workflows into an AI-augmented support model, improving both speed and quality of service.
Technical Solution
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Deployment of Kore.ai Agent Assist platform for real-time AI guidance
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Integration with Salesforce Service Cloud for contextual customer data access
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Implementation of Gen AI models for response generation and summarization
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Integration with multi-channel communication platforms (Email, SMS, Web, Social)
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Use of enterprise search across 1,200+ knowledge sources
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Enablement of multilingual AI capabilities for global support teams
- Cloud-based architecture ensuring scalability and performance across regions
Technologies Used
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Kore.ai Agent Assist – Enabled real-time AI guidance and contextual agent assistance
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Salesforce Service Cloud – Unified customer support workflows and contextual data access
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Gen AI Models – Powered response generation, summarization, and intelligent recommendations
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Multichannel Communication Platforms – Supported Email, SMS, Web, and Social interactions
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Enterprise Search & Knowledge Discovery – Enabled intelligent search across 1,200+ knowledge sources
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Multilingual AI Capabilities – Supported localized customer interactions across global regions
- Cloud Infrastructure – Ensured scalability, reliability, and high-performance global support operations
Customer Success Outcomes
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35-45% Faster Agent Response Times: Significantly improved speed of handling customer queries across channels
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30% Improvement in Support Consistency & Quality: Standardized responses across agents, teams, and global regions
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3X Improvement in Agent Productivity: AI-powered assistance reduced manual effort and accelerated issue resolution
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25–35% Reduction in Average Handling Time (AHT): Real-time guidance and automated recommendations shortened customer interactions
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60% Improvement in Scalability Across Global Support Operations: Enabled seamless expansion across multiple geographies and communication channels
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20-30% Increase in First Contact Resolution (FCR): Agents gained instant access to relevant knowledge for faster and more accurate resolutions
- 25% Improvement in Customer Satisfaction (CSAT): Delivered more personalized, accurate, and consistent support interactions globally
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