Global PC manufacturer deploys AI-powered virtual assistants to elevate customer support and agent productivity

Global PC manufacturer deploys AI-powered virtual assistants to elevate customer support and agent productivity

A leading global computer manufacturer partnered with eClerx to transform its customer support operations with eClerx to transform its customer support operations with GenAI. Using our GenAI360 platform, eClerx delivered intelligent, human-like AI support bots that improved Net Promoter Scores (NPS) and increased customer satisfaction (CSAT) scores by 18%, while significantly boosting agent productivity and reducing repeat interactions.

Headquartered in the United States, this global technology leader designs and manufactures a wide range of computing solutions, including personal computers, enterprise systems, storage devices, peripherals, and more. Ranked as the world’s third-largest PC vendor by unit sales and consistently featured in the Fortune 50, the company is known for its commitment to innovation and advancing technological progress worldwide.

As the company’s product portfolio expanded, the complexity and volume of support information grew dramatically. This made it increasingly challenging for contact center agents to access the right troubleshooting information quickly, leading to longer resolution times, increased repeat calls, and inconsistent customer experience.

The challenge

Manufacturing solutions for sectors like cloud computing, information security, and gaming, high-tech brands often have a wide portfolio of products to assist enterprise clients with their technology needs. To ensure these products can easily be fixed in case of an issue, this also requires these organizations to build highly detailed knowledge bases that contain anything that could assist with the troubleshooting process.

However, these knowledge bases can quickly become overwhelming for both agents and clients when looking for a solution. As issues arose within their own contact centers, the client began to see longer call times and repeat calls as agents struggled to navigate their way to a solution. To improve satisfaction and empower agents with faster, more accurate answers, the organization sought a modern AI-enabled support solution.

Long waits for customer resolutions:

• Large product catalogs overwhelmed agents offering troubleshooting assistance
• The time required to look up answers led to customer frustration

Unintuitive knowledge base:

• The size of the knowledge base made it difficult to quickly find information
• Updates made to the library added unnecessary complexity

Our strategy

Assessing the client’s current contact center set up and a selection of customer interactions, eClerx proposed the introduction of a human-like bots to assist agents on these troubleshooting calls. Built off of GenAI360, eClerx’s Generative AI suite, these bots were built from the ground up to efficiently navigate the client’s knowledge base to deliver pertinent information to agents.

Once implemented, the bot would follow the below steps when an agent begins a call:

1. Automatically appear on the agent’s screen to record any relevant customer information mentioned and the reason for the call.
2. Leveraging the keywords mentioned in the interaction, the bot will begin to search the client’s knowledge base and previous customer interactions for a possible solution.
3. When a potential fix is discovered, the bot then displays the applicable troubleshooting steps to the agent, allowing them to quickly relay the information back to the customer.

If the bot’s solution is incorrect or not applicable, it quickly reassesses the information given and searches the knowledge base again for additional troubleshooting steps.

The results

Once deployed within the client’s contact centers, eClerx’s Generative AI bots successfully offered greater assistance to both troubleshooting agents and customers alike.

The results:

• 58% decrease in average handle time (AHT)
• 55% increase in first-time-resolutions (FTR)
• 18% increase in NPS and CSAT​ scores

After seeing significant improvements to customer satisfaction scores and contact center efficiency, the client integrated eClerx’s GenAI bots across their contact centers. They are also in conversation to deploy eClerx’s Agentic AI solutions to further combat the global rise of agent attrition and improve upsell and personalization efforts.

Powering always-on chat support for a global streaming giant during a historic live broadcast

Ahead of a historic live sporting event expected to draw unprecedented viewership, a major streaming platform turned to eClerx to ensure its customer support could scale at the speed of demand. Leveraging our deep customer experience expertise, we rapidly mobilized 350+ fully trained full-time employees, delivering seamless support and sustaining an 80%+ customer satisfaction score during one of the platform’s most high-pressure moments.

An American OTT subscription streaming service with a global reach, this media platform carries both current and original television shows and films, as well as serving as the exclusive carrier of several live-streamed sporting events. Serving over 40 million paid subscribers as of 2025, the portfolio of content they have has established them as one of the top ten most subscribed to streaming services in the world.

Recently though, an upcoming live sporting event exclusive to their platform was projected to deliver a record-breaking amount of viewership, and in turn, a large influx of customer interactions that their contact centers were not prepared to handle. To ensure their support operations were prepared for the event, their organization sought assistance in rapidly ramping up their chat support services, as well as help with creating new supplemental agent training material.

The challenge

Contact center operations have become one of the most vital ways brands can interact with their customers, helping them better understand how their products and services are performing, as well as better understand how they can better meet the evolving expectations of their userbase.

Organizations typically have a good amount of time to scale their support operations up or down to account for seasonal demand, but that isn’t always the case. With our client, an upcoming live-streamed sporting event exclusive to their platform suddenly gained a significant increase in viewership in the immediate leadup to the game, exceeding the capacity of both their onshore and offshore contact centers. This tight turnaround prevented them from being able to appropriately scale up their services in time for this event without the assistance of a third-party organization, so our client came to eClerx looking for assistance with rapidly building their chat support operations.

High volumes of interactions:

• Forecasts predicted record levels of interactions
• Both U.S. and off-shore contact centers could not handle this number while ensuring quality  

Scalability issues:

• Short turnaround made it incredibly difficult to onboard new agents to support
• Additional training material also needed to be created to educate new and existing agents on best practices

Our strategy

As one of the client’s primary sources of chat support for over a decade, eClerx’s familiarity of their contact center operations allowed our teams to quickly move into action to scale up the client’s operations. After discussing the projected numbers for this live event, our Customer Experience operations established a three-step that would ensure the client had everything they needed to efficiently provide quality support during the game.

• Rapid agent onboarding: Once given an idea of the potential interaction numbers expected for this event, our team began to hire and onboard over 350 additional FTEs to triple the existing support offered to the client. Deployed across Chandigarh, Mohali, and Pune, India, these agents underwent intensive training shortly before the event to understand the intricacies of the client’s services and how to provide high-quality, 24/7 interactions without any decline in output. 
• Intelligent scheduling: As the new agents were integrated into the client’s contact center operations in the lead up to the event, our team worked to track the performance of each member to develop an effective schedule for that night. This ensured that the most skilled employees were prioritized during the highest-intensity hours, while also establishing which agents required additional training to prepare for the event.
• Supplemental training material: With high-volume events not being a common occurrence for our client’s support operations, our team also created brand new supplemental training material that would help both new and old agents to properly prepare for the game. Each lesson contained several best practices that agents could employ, ranging from ways to reduce Average Handling Times (AHT) to guides on how to appropriately resolve trouble calls that may occur.

The results

Thanks to the domain expertise and quick action of our Customer Experience services, eClerx ensured that our client was able to provide the support necessary for what turned out to be the biggest live-streamed event in U.S. history.

The results:

• 27.6 million total viewers to our client’s streaming platform 
• Over 14,000 interactions handled during the event 
• +80% averageCSAT scores across chats

“We realized that this event would serve as a defining moment for our reputation, and eClerx did not disappoint in providing the help needed during this time,” said the client’s Senior Vice President, New Media. “Working for weeks on end in preparation, we could not be more appreciative of the collaboration and agility their team displayed in helping make this event such a historic success for our organization.”

The client went on to sign eClerx on as the sole provider of chat support for their organization, and relies deeply on the dedication and quality of work provided by our agents.

AI-powered quality assurance for a global pharmaceutical leader

A leading global pharmaceutical brand partnered with eClerx to modernize and automate its quality assurance (QA) processes, enabling detailed insights that could improve customer journeys. Through the power of QA360 and GenAI, eClerx helped the organization analyze 100% of contact center interactions, ensuring complete visibility into adverse event mentions, and improving customer (CSAT) by 25%.

Headquartered in the United States, this global pharmaceutical and biotechnology leader develops innovative medicines and vaccines across immunology, oncology, cardiology, endocrinology, and neurology. With a strong commitment to patient safety, scientific excellence, and regulatory compliance, the company consistently ranks among the world’s top five biomedical firms by revenue and is regularly featured in the Fortune 100.

As part of a broader digital transformation initiative, senior leadership recognized that traditional, manual QA processes were limiting the organization’s ability to respond quickly and confidently ina highly regulated and fast-moving environment.

Manual sampling captured only a small percentage of total interactions, leaving critical feedback undiscovered and increasing compliance risk. To gain stronger insights, improve pharmacovigilance, and elevate customer experience, the company set out to enhance its QA operations using automation and AI.

The challenge

From ensuring adherence to regulations to staying ahead of competing brands, the pharmaceutical industry requires companies to stay informed of global shifts and feedback on their products to remain on top. This can make it challenging for pharmaceutical organizations to fully analyze and act upon every bit of data they receive, especially when many still rely on manually evaluating these insights.

Manual audits are typically only able to capture ~2% of the total interactions that come into a contact center, leaving a significant amount of feedback undiscovered. For a pharmaceutical company, this could result in less agility and a higher chance of serious product issues slipping through the cracks. Facing an uptick in agent attrition and issues with the reporting of adverse events, our client came to eClerx for a solution that would not only reduce the need for manual audits, but also give them insights into how they can improve the satisfaction of both their agents and customers.

Growing agent dissatisfaction:

• Agent attrition resulted in larger workloads and lower CX scores
• Number of manual tasks frustrated agents and reduced productivity

Little opportunity for targeted coaching:

• Lack of insight into agent interaction hindered potential training opportunities
• Supervisors unclear on agent skill or knowledge gaps in workplace

Poor tracking of adverse events:

• Manual interaction evaluation potentially left some adverse events undiscovered
• Incomplete tracking and reporting could result in regulatory fines and brand damage

Our strategy

Having recently assisted our client digitalize much of their operations to operate more efficiently in an increasingly virtual world, eClerx was able to quicky establish a plan to automate their QA process and receive better insights into agent and customer dissatisfaction.

Leveraging the power of QA360, eClerx’s proprietary Generative AI-powered QA solution, our team developed a strategy to eliminate the core issues facing the client’s contact centers:

• Advanced quality reviews: Once trained on sample interactions provided by the client, QA360 was able to log, analyze, and report up to 100% of the communications that came into their contact centers. This meant that product leads and R&D teams could now access in-depth insights that can be used to improve turnaround and research times.
• Improved supervisor oversight: Taking into account any Key Performance Indicators (KPIs) provided by the organization, the client’s contact center supervisors can use QA360 to discover what areas each agent excels or could use help in. This oversight not only allows easier reporting to leadership about contact center performance, but also can be leveraged to provide targeted agent training that gives them the tools to perform to the best of their ability.
• Total coverage of adverse events: As a part of logging each interaction, QA360 was modified to automatically alert supervisors and create a report on each adverse event that occurred. Storing each report in a centralized location, this helped our client be prepared for any regulatory audit that could occur, as well as quickly adjust their products to prioritize user safety before it becomes a more widespread issue.

The results

Working closely with the client’s contact center operations, eClerx successfully implemented QA360 into their workflows. Through the automation of this once tedious practice and personalized dashboards, the client was able to quickly access a wealth of high-quality insights they could act on and significantly boost their agent productivity.

The results:

• Over one million interactions audited per year
• 25% increase to CSAT scores
• 100% reporting of adverse events on calls
• 20% reduction in agent training costs

“Our manual auditing process was not giving us the insights we needed to understand the drop in customer and agent satisfaction we were seeing within our organization,” said the client’s Senior Lead of Customer Experience. “If it wasn’t for eClerx and their QA360 solution, we would not have been able to improve the quality of our support and adverse event reporting.”

The client saw improved agent retention and adverse event reporting, and went on to expand the integration of eClerx’s QA360 within their organization. They are also exploring options for introducing more of eClerx’s GenAI and Agentic AI solutions to keep them at the forefront of the pharmaceutical industry.

Key takeaways from TSAM Boston 2025

eClerx was proud to attend TSAM Boston 2025, a gathering of professionals in the asset management community focused on operations, data, and investment services. The event offered a chance for firms to share insights, learn from peers, and explore ways to improve workflows and operations across the buy-side community.

During a full day of sessions, panels, and networking, attendees examined how firms can adapt to changing industry needs by improving operations, embracing effective tools, and aligning teams for greater efficiency.

Here are several key takeaways our team gained over the course of the event:

●  Focusing on efficient operations across front, middle, and back office

Speakers highlighted methods to streamline processes and improve coordination between teams responsible for investment operations, data, and client services. The emphasis was on removing redundant steps and ensuring tasks flow smoothly so that work is easier, more consistent, and less prone to error.

●  Navigating AI deployment and its constraints

Industry experts shared their experience with Generative AI, exploring how it has transformed data processing, but cannot yet be reliably used for more complicated financial calculations. The conversations revolved around blending human expertise with AI capabilities to create new workflows.

●  Improving data management and information flow

A common theme was the importance of reliable and clean data for investment and operations work to run well. Attendees shared approaches for organizing data, improving how information is shared internally, and ensuring that everyone works with the same accurate information, reducing mistakes and increasing confidence in decisions.

●  Using tools and technology to support scalability and control

The event showcased how firms are using technology and automation to simplify routine tasks, improve tracking, and support oversight. Participants agreed that the right tools help make operations simpler, clearer, and more dependable without over-complication.

Key takeaways from TSAM New York 2025

eClerx was proud to attend the TSAM New York 2025 in October, 2025. The event brought together investment operations leaders, asset management professionals, and service providers to discuss practical strategies for operations, data, and client services.

Over the course of the day, attendees explored how firms are adapting their operations, embracing new tools, and improving workflows to meet evolving business needs and market demands.

Here are several key takeaways our team gained over the course of the event:

●  Improving operations and data workflows across buy-side firms

Speakers highlighted how firms are rethinking front, middle, and back-office processes to reduce friction and improve efficiency. Many shared methods for streamlining tasks and coordinating across teams to support smoother day-to-day operations. The focus was on making workflows more robust and easier to follow, which helps reduce errors and supports consistent delivery.

●  Exploring technology and automation as enablers for efficiency

The conference showcased how tools and automation can help improve data handling, reporting, and operations work while reducing manual effort. Participants discussed how new systems can speed up routine tasks, reduce risk, and increase transparency. The message was clear: technology can support simpler, more reliable operations when implemented with care and aligned to business needs.

●  Understanding the importance of compliance, risk and oversight even while innovating

A number of sessions addressed how firms must balance innovation with strong controls and compliance frameworks. Cloud-native infrastructure, data governance and risk management featured as central topics, illustrating how operations and compliance must go hand-in-hand. Attendees agreed that growth and automation must always be grounded in clear oversight and well-defined processes.

●  Networking and peer exchange to benchmark and learn

TSAM offered a valuable opportunity for professionals from different firms to compare experiences, share best practices, and learn from each other. Conversations during and outside sessions provided insight into how others are handling common challenges. These exchanges helped attendees understand where their operations stand relative to peers and identify areas for improvement.

Key takeaways from LSTA Annual Conference 2025

eClerx was proud to take part in the LSTA Annual Conference in New York. The event brought together professionals who support lending and credit activities across the financial sector. It provided a helpful look at how organizations are preparing for the changes happening in today’s loan and credit environment.

This year, the agenda focused on reassessing risk, rising loan prices, driving operational efficiencies, and the geopolitical events that are reshaping markets. Across a full day of sessions and discussions, attendees shared ideas on how to better plan for uncertainty, support stronger decision making, and simplify daily work for teams involved in credit related activities.

Here are several key takeaways our team gained over the course of the event:

●  Staying prepared for changing economic conditions

Speakers explored how current economic factors, shifting liquidity conditions, and high repricing activity may affect status quo. The message was loud and clear: to focus on diversification and active strategies across the board.

●  Dynamic changes in the landscape: European vs American loans

At this time, the industry is seeing a strong investor appetite for European loans. With the latest cut in rates by the Federal Reserve, bids have been rising, and loans in euro denominations outperformed US dollar loans.

●  Improving efficiencies with new operational tech and tools

Many discussions revolved around greater operational efficiency, especially in relation to data governance, cloud adoption, and new technology to help real-time processing.

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Key takeaways from The Assembly Canada 2025

eClerx was proud to attend The Assembly Canada 2025 in Toronto, an event that brought together compliance professionals, regulators, and industry leaders from across Canada’s financial services sector. The conference provided a timely opportunity to review recent regulatory changes, exchange best practices, and explore how firms are adapting to a shifting compliance and financial crime landscape.

Over two days of expert panels, technology showcases, and peer interactions, attendees focused on the need for sophisticated, yet practical strategies for compliance, managing crime and risk with a powerful collaboration between private entities and public authorities, and leveraging technology without compromising regulatory integrity.

Here are several key takeaways our team gained over the course of the event:

●  Understanding recent regulatory and compliance changes in Canada

The event offered direct insight into recent updates to Canada’s anti-financial crime framework, including regulations, reporting obligations, and enhanced compliance expectations. Participants reviewed how these changes affect institutions and compliance teams, and discussed how to adapt internal policies to meet evolving standards.

●  Exploring technology as an enabler for financial crime defense

Sessions demonstrated how tools like automation, data analytics, and intelligent screening are being used to detect fraud, identify suspicious behavior, and streamline compliance reviews. Several organizations shared early results that suggest these technologies help reduce manual workload while strengthening controls and oversight.

●  Emphasis on information sharing and collaboration

Speakers highlighted the growing value of collaboration between financial institutions, regulators, and law enforcement to combat financial crime effectively. Attendees discussed the importance of transparent communication, shared intelligence, and coordinated processes to respond quickly and maintain compliance integrity.

●  Focusing on practical compliance workflows and risk-aware operations

Workshops and panels reviewed best practices in customer due diligence, sanctions screening, and risk assessment. Attendees shared how they are simplifying compliance workflows to make them more efficient and easier to manage. The underlying message was that compliance should be built into everyday operations, not treated as an afterthought to reduce risk and improve reliability.

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Next-gen strategies to elevate broadband operations for Internet Service Providers (ISP)

The broadband market is evolving at a breakneck speed, and Internet Service Providers (ISPs) have been put under immense pressure to deliver faster and smarter service, all at scale.

In this webinar, experts from eClerx and the ISP sector will share their proven use cases, real-world insights, and forward-looking perspectives on how ISPs can effectively optimize their operations, drive efficiency, and elevate both residential and enterprise customer experiences.

Whether you are a single state, multi-state or nationwide ISP for consumer and enterprise use, this webinar will offer verified actionable strategies for scaling sustainably while ensuring the future of your brand.

This webinar covers:

• How to maintain a competitive edge while future-proofing operations in the ISP landscape
• Insightful use cases that can help address the three core challenges that customer service and service delivery ISPs face today
• Deep dives into how generative AI-powered quality assurance solutions like eClerx’s QA360 can provide proactive alerts, real-time CX insights, and data personalization that boost customer satisfaction

Speakers

Holly Henderson
Senior Vice President of Sales & Business Development, NCTI

Katherine Kirchner
Senior Vice President of Service Assurance, Zayyo

Erin Leach
Director of Customer Service, Omni Fiber

Kimberley Dye
Associate Principal of Business Development, eClerx

Key takeaways from ACAMS, Las Vegas 2025

eClerx was proud to take part in The Assembly, Las Vegas 2025, ACAMS’ flagship anti-financial crime conference, bringing together compliance professionals, regulators, and leaders from across the BFSI sector. The event served as an important forum for discussing the latest developments in financial crime prevention, regulatory expectations, and risk management.

Across three days of panels, workshops, and discussions, attendees examined how organizations are enhancing financial crime controls, adopting new technologies, and strengthening their overall compliance frameworks in a rapidly evolving environment.

Here are key takeaways our team gained over the course of the event:

Over the course of the event, our team spent time with industry leaders and experts, and engaged in multiple insightful conversations. Here are some of the most important issues that were discussed: 

●   Insights from regulators and global compliance leaders

Expert panels and keynotes provided direct perspectives from regulators, enforcement authorities, and senior compliance executives. Speakers underscored the importance of building programs that are proactive, well-documented, and aligned to emerging regulatory expectations. The sessions highlighted the increasing need for stronger governance, timely reporting, and consistent interpretation of evolving rules across organizations.

●   Technology’s expanding role in financial crime defense

The event showcased how AI, automation, and data analytics are being used to improve detection, reduce false positives, and enhance end-to-end case management. Demonstrations reinforced that technology adoption is most effective when paired with clear processes, defined risk thresholds, and ongoing model validation.

●   Evolving best practices in AML, sanctions, fraud, and KYC

Workshops examined practical methods for improving transaction monitoring, sanctions screening, fraud oversight, and KYC workflows. Speakers emphasized the value of simplified documentation, stronger audit trails, and enhanced data quality to strengthen the overall control environment.

●   Deep industry networking and knowledge exchange

Attendees connected with peers, technology providers, and thought leaders through structured sessions and informal discussions. These interactions offered opportunities to benchmark programs, compare challenges, and identify approaches that support stronger compliance outcomes across different institution types.

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eClerx signs MoU with ITIDA, enhancing its multilingual support offering for global clients

Cairo, Egypt, 19 November 2025: eClerx Services Ltd (ECLERX.NS), a leading productized services company, today announced that it has signed a Memorandum of Understanding (MoU) with Egypt’s Information Technology Industry Development Agency (ITIDA) to better serve clients through a strengthened multilingual support offering and advanced technology-led services.

eClerx already has a sizeable presence in the region, having opened a new delivery center in Cairo in June this year, positioned to serve its large clients in the US and Europe. The MoU is part of a strategic initiative to provide enhanced delivery support to clients by leveraging Egypt’s rich talent pool, growing global business services sector, and infrastructure investments.

The MoU was signed at the Global Offshoring Summit 2025, held in Cairo last week, hosted by the Ministry of Communications and Information Technology (MCIT) and ITIDA. The event brought together corporate leaders and policymakers to discuss the future of Egypt’s expanding role in the global outsourcing landscape.

Kapil Jain, MD & CEO, eClerx, said, “Egypt is writing its compelling next chapter in the global tech story. Our partnership with ITIDA enables us to serve our clients better through sustainable ecosystems and digital capabilities that fuel long-term growth. Opening our delivery center earlier this year was driven by that belief, and we are excited to deepen our partnership and investment in the region.”

Along with Kapil, this prestigious gathering of global leaders, policymakers, and innovators was attended by Amit Bakshi, Head of Customer Operations, and Omar Hassanein, Cairo Site Lead from eClerx.

The partnership further cements eClerx’s long-term engagement in Egypt and its role as a strategic partner to its clients through multilingual delivery capabilities and initiatives that accelerate digital transformation across markets.

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 20,000 people across Australia, Canada, France, Egypt, Switzerland, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, UAE, UK and the USA.

Media Contacts

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com