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.