The background.
A world-leading consumer electronics brand operating across over 70 countries sought to address CX challenges in its Nordic operations. In line with strong demand, they received a large volume of customer contacts, mainly made up of troubleshooting and tech support requests. This resulted in a relatively high number of service orders, incurring costly technician callouts to customers’ locations. Insufficient communication between service centers, customer service teams, and end customers exacerbated this.
The tech titan also faced low visibility on the company’s customer-facing activities, directly affecting decision-making. To resolve these issues, the organization sought a nimble, innovative CX partner capable of addressing its needs at scale. Key objectives included boosting efficiency and sustainability in order to scale across new departments and break into the lucrative Icelandic market.
The solution.
Transcom’s team stepped in with a powerful solution: a next-gen Gen AI chatbot tailor-made for the electronics giant. Our CX Advisory and digital solution teams were perfectly positioned to drive this transformation, harnessing profound insight into the client's operations and existing digital infrastructure, as well as constantly updated AI expertise. Throughout the discovery, design, and building stages, we secured a seamless and swift adaptation for the brand and its customers, fully communicated criteria, expectations, and progress to provide our client with complete transparency and oversight.
Through this holistic, collaborative approach, we engineered our GenAI solution to comprehensively address both our client’s challenges and customers’ needs. This meant not only delivering increased resolution accuracy to drive service order deflection, but ensuring satisfying, convenient self-service support 24/7. Transcom’s team also incorporated a live, interactive data dashboard to enhance agent and end-user experience. This sophisticated tool provides immediate insights into bot performance, customer interactions, and self-service efficacy, enabling continuous optimization and strategic CX and business decision-making in real-time.
The results.
Transcom's next-gen GenAI solution delivered rapid and resounding results, substantially advancing the consumer electronics leader’s CX and operations. Our state-of-the-art chatbot achieved a remarkable 2x increase in bot resolution rate, doubling the number of customer tickets addressed through self-service. This yielded a 16% service order deflection rate, preventing costly technician callouts and generating high-value savings. Within an overarching AI upgrade, this contributed to cost reductions of 10% - a figure projected to reach 30% by Q4 of 2026. Savvy automation has enabled our client to dedicate these resources to core business investments while customers enjoy instant, satisfying support that fosters loyalty. What’s more, in-built Voice of Customer (VoC) surveys secure feedback for ongoing optimization.
Given these compelling gains, our client trusted Transcom to expand delivery rapidly across new strategic areas, demonstrating our nimble scalability. Our bespoke GenAI bot now serves 5 countries - Sweden, Finland, Denmark, Norway, and our client’s latest target, Iceland. Across these, it supports 9 distinct product lines, tackling troubleshooting for 14 distinct appliances. An FAQ self-service pilot for the Swedish market is also underway as Phase 2, further cementing our GenAI bot as a cornerstone of the consumer electronics champion’s global digital CX strategy.
