Enhancing Customer Service and AI for Multinational Retail Company

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Customer Profile

Client is a multinational retail company specializing in consumer electronics and appliances. With a diverse customer base and a wide range of products, Client prioritizes delivering exceptional customer service to maintain customer satisfaction and loyalty.

Business Challenge

Client faced challenges in managing customer inquiries and support requests efficiently. The existing customer service processes lacked automation and were unable to handle the increasing volume of customer interactions effectively. Additionally, the company sought to leverage AI technologies to enhance customer service operations and provide personalized support experiences.

Scope of Services

Proviniti was tasked with implementing ServiceNow’s Customer Service Management (CSM) module and integrating AI-driven processes to streamline customer service operations for Client. The project involved:

  • Deploying ServiceNow’s CSM platform to centralize customer interactions and support channels
  • Integrating AI technologies such as natural language processing (NLP) and machine learning (ML) algorithms to automate ticket routing, sentiment analysis, and knowledge base recommendations
  • Customizing the CSM platform to align with Client’s unique business processes and customer service requirements
  • Providing training and support to Client’s staff to effectively utilize the new CSM system and AI capabilities

Solution Highlight

  • Conducted a thorough analysis of Client’s existing customer service processes to identify pain points and areas for improvement
  • Collaborated closely with Client’s IT and customer service teams to understand their specific needs and requirements
  • Implemented a phased approach to deployment, focusing on quick wins and iterative improvements to minimize disruption to ongoing operations
  • Leveraged ServiceNow’s out-of-the-box functionalities and customizations to tailor the CSM platform to Client’s needs
  • Integrated AI technologies seamlessly into the CSM platform to enhance automation and intelligence in customer service operations

Customer Benefits

  • Improved Customer Satisfaction: Streamlined customer service processes and personalized support experiences led to increased customer satisfaction and loyalty
  • Enhanced Efficiency: Automation of routine tasks and AI-driven ticket routing reduced response times and improved overall efficiency in handling customer inquiries
  • Cost Savings: By automating repetitive tasks and optimizing resource allocation, Client realized cost savings in customer service operations
  • Scalability: The scalable architecture of the ServiceNow platform and AI integration enabled Client to adapt to changing business needs and handle growing customer demand effectively

Modules Used

Customer Service Management