Helping a tech giant double their bot resolution rate with a GenAI chatbot.

The background.

For the past three years, we've been leveraging a first-generation chatbot to successfully provide self-service troubleshooting across four markets and over 14 appliances.

During a recent discussion with our CX Advisory team, we were introduced to the latest advancements in CX AI. This sparked an exciting realization about the potential to elevate our customer experience even further, streamline service orders and troubleshooting self-service, and expand our reach into the Icelandic market and new departments.

Inspired by these possibilities, the company has made the strategic decision to migrate to a cutting-edge GenAI bot.

The solution.

The previous solution, designed and built by Transcom, was seamlessly replaced by a new one. CX Digital Advisory and Product Team led the discovery, design, and build phases, ensuring a smooth transition for the client while maintaining complete transparency and alignment on criteria and expectations.

The new solution launched successfully, featuring an online, real-time, interactive, and advanced data dashboard. Its success led to expansion into new areas:

• Geographic reach: 4 countries (SE, FI, DK, NO, IS)
• Product breadth: 9 product lines
• Service scope: 14 appliances - troubleshooting service
• Additional use cases: VoC survey and integrated service order automation
• Future plans: FAQ self-service pilot for the Swedish market as phase 2 after the migration

The results.

The new implementation has led to some amazing results:

• Costs have been slashed significantly. This frees up resources for other critical areas and improves our overall financial health.
• We're resolving twice as many bot issues automatically, meaning less manual intervention, faster solutions, and improved customer satisfaction.
• We've deflected 16% of service orders, which translates to substantial savings and allows our teams to focus on more complex issues.

Overall, these results are incredibly encouraging. They demonstrate a major improvement in efficiency, cost-effectiveness, and customer experience. We're excited to build on this momentum and continue to drive positive change