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Case Studies

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Transforming user engagement with AI-powered recommendations

Transforming user engagement with AI-powered recommendations

Transforming user engagement with AI-powered recommendations

How Europe's largest media company enhanced customer experience and drove sales

How Europe's largest media company enhanced customer experience and drove sales

High volume

Calls processed

Large customer

Data base

Large number

Product lines

The challenge

Leveraging call volume data for improved customer experience

The client was focused on enhancing customer experience and driving up-sell and cross-sell conversions by tapping into the valuable insights from the high volume of interactions between customers and contact center agents.

Key challenges

  • Leverage call data to gain insights and optimize customer experience

  • Boost up-sell and cross-sell conversions by refining customer interactions

The solution

Scalable personalization framework

Improve customer engagement with AI personalization

Scalable deployment

End-to-end framework

Optimized conversations

Drive customer engagement and loyalty

Optimized timing

Personalized conversations

Enhanced customer self-service

Implementation approach

1

Cloud Integration

  • Build architecture

  • Ensure scalability

  • Integrate 25+ sources

2

AI Model Development

  • Train algorithms

  • Personalize suggestions

  • Optimize performance

3

Agent Enablement

  • Design API

  • Provide insights

  • Equip agents

The impact

Improved model accuracy and higher sales

Looking ahead

Advanced automation

  • Further optimizing customer interactions to provide an even more personalized and seamless experience

Expanded use cases

  • Rolling out across additional business units such as retail staff

Enhanced data sources

  • Incorporating new customer touchpoints to improve the accuracy of recommendations further