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Nykaa, a beauty and fashion startup, was facing challenges in handling customer support. The company was using emails and query forms to follow up with customers during conflict resolution. This process was time-consuming and inefficient, with customer service executives spending over 32,000 staff hours a month answering and replying to support queries. Nykaa wanted to automate parts of customer support that were automatable, to free up time to focus on other important aspects of customer experience.

MediBuddy, a healthcare service provider, was struggling to manage the influx of customer queries across various service verticals such as health checkups, medicines, consultations, lab tests, dental care, hospitalization, and genome studies. The company was relying on traditional communication channels like email and phone calls, and a team of over 250 service representatives. However, the team was unable to handle the volume of queries, especially the 800+ concurrent questions in real-time. The challenge was to automate the customer service process without compromising on customer satisfaction.

The large insurance firm was facing challenges in improving their conversion rates, rep ratings, and average handle time. They were looking for a solution that could provide real-time insights and critical information to their reps during calls, while also giving management insight into every conversation.

Risk evaluations are central to the underwriting process as they provide critical information about buildings, factories, production processes and more. Underwriters use this information to evaluate critical risk factors and grade them based on internally established grading standards. While the process itself is relatively straightforward, it is time consuming and leads to scoring inconsistencies due to individual subjectivity. AXA XL Risk Consulting was looking for a solution to help assess their property site surveys and automate the reading and analysis of site survey reports.

Vodafone, one of Europe's leading mobile operators, was facing a challenge with its call center operations. The company was logging more than 45 million inbound calls annually, which was a significant load on their resources. They wanted to optimize their call center operations and provide greater autonomy to their customers. The company believed that the best way to achieve this was by developing an innovative SMS-based self-help channel. This would allow customers to get the help they need without having to make a call, thereby reducing the load on the call center.

Inserm, the only public research institute in France dedicated to biological and medical research and human health, faced a challenge in evaluating the quality of job candidates. The institute had to coordinate with up to five external experts to analyze candidates based on their achievements and descriptions of their field of expertise. This process was time-consuming and lacked transparency. Inserm sought an automated solution to verify the expertise of their candidates and shorten the recruitment process.

ING Direct, a global financial leader offering online banking services, was looking to improve their customer service experience. They wanted to provide timely and accurate responses to customers online before they had to resort to contacting their call center. The challenge was to create a customer communication portal that could understand written customer inquiries and deliver accurate responses. This required a solution that could handle variations in language, including slang and abbreviations.

Guidewire, a platform trusted by over 450 insurers worldwide, sought to make claims handling more efficient for insurers with customized workflows and integrations. They aimed to reduce the time spent reviewing documents by 90% by adding human-like language understanding to read and extract the most important details from medical reports automatically. To achieve this, they partnered with expert.ai.

ISACA, a global community of IT professionals, was looking to enhance the user experience for its members by making it easier for them to search across its repository of over 20,000 documents. The organization wanted to enable users to find information at a granular level, down to the exact paragraph. This required the documents and their subsections to be enriched with semantic tags that could be used for search, accessibility, and content recommendations. The challenge was to develop a comprehensive taxonomy that could automatically classify any kind of document, while avoiding the time and expense of manually creating a taxonomy from scratch.

Plexus Law, a leading defendant insurance law firm, offers clients a wide range of claims-related legal work, from high volume claims handling to complex, high value litigation. This involves processing large volumes of medical records documentation, including medical history data, test and diagnostic reports, etc. Traditionally, reviewing this information is a complex and labor-intensive activity that requires costly subject matter expertise. The firm sought to apply NLP automation to streamline the review process, aiming to deliver faster processing times, increase scalability and improve the user experience.

Reed Business Information, a specialized provider of industry-specific information and analytics, faced a challenge in ensuring that customers could easily access relevant information in a timely and accurate manner. With a vast amount of content across their portfolio, the company wanted to improve the way customers locate specific topics. The goal was to enhance the quality of their content and make it more accessible for customers who rely on it for important business decisions.

Pet insurance has emerged as a high-growth product line for RSA, but the claims review process has proven very time consuming given the amount of documentation they need to manually review for each individual claim. Fearing the negative impact a slow claims process would have on response times and the overall customer experience, RSA sought out a solution that could automate some of this timeconsuming claims process.

BNL, a leading Italian bank, was facing a challenge with its internal support and enablement resources. The employees had to manually search for answers to their questions across numerous information sources. This process was time-consuming and inefficient. The bank wanted to establish a more efficient and reliable support process by automating their search and categorization systems.

Ansa, a leading press agency, was struggling with the heavy volume of news and the speed at which information circulates. Accurate and timely content sorting and categorization were of the utmost importance. The only way to keep up with current events and satisfy the needs of internal organizations was to have a classification system that is fast, uniform, complete and accurate (according to IPTC international standards). Ansa wanted a tool to improve information management, enabling them to better archive daily news and enhance the image search in their online database.

Westar Energy, the largest energy provider in Kansas, was facing challenges with its legacy, traditional IVR system. The system was managed in-house with little support, making it difficult to obtain and analyze crucial customer data. Without these analytics, Westar was unable to detect and fix issues with the technology. The company needed a solution that could better handle their volume of self-service customer inquiries and provide better insight into the customer experience. This would allow them to add functionalities and improve the solution moving forward.

Hyatt’s eight contact centers around the world handle more than seven million calls each year. Customers frequently call in to book new reservations, inquire about charges, make cancellations, request directions, or get information about amenities and services. When looking to upgrade its automated call system, Hyatt had two key goals in mind: Provide a better customer experience for on-the-go travelers, and improve sales efficiency of live agents. In other words, Hyatt needed a customer care solution that both saved customers time and freed up valuable time for contact center employees.

The client, one of the world's largest cruise lines, was looking to improve the customer experience for its on-ship concierge services. The ship, which can host up to 6,500 passengers at a time, boasts of a luxurious deck with multiple specialty restaurants, swimming pools, spas, shopping malls, amusement parks, and adventurous sports facilities. The cruise line was looking for a solution that would allow the crew to anticipate guest needs, and deliver high-touch experience by communicating, updating, and assisting them throughout their journey. Moreover, a minimally intrusive way of serving guests was envisaged (something of a self-serve model) so that they don’t have to call the ship’s concierge service desk for every need. In short, they wanted a concierge for every passenger. And what better option than a digital assistant powered by conversational AI?

The energy supply firm, which operates the largest natural gas utility in North America, was facing challenges due to its increasing workforce and third-party contractors. The HR staff was overwhelmed with routine queries from employees on areas such as payroll, leave balance, and insurance. These queries were either made in person or via a toll-free number, leading to a significant increase in routine HR queries. The company also runs a half-yearly drive to update pay and benefits data for employees, which adds to the HR staff’s workload. Additionally, open enrollment and the appraisal cycle each year strain the HR staff as updates and information exchange on employee data is significantly cumbersome.

The healthcare company was facing multiple challenges in addressing queries made by customers and the agents. They were looking for a bots platform that could build a bot which can provide solutions to address issues like improving agent productivity by assisting them to procure data from multiple discrete systems and reduce wastage of time, automating agent management to enable them to get round the clock feedback about their sales order in real time, enhancing customer experience and resolving customer queries in real time, and ensuring easy access to a single web page in their third-party systems.

The customer, a world leader in the development, manufacturing, and sales of innovative, energy efficient lighting products, systems, and services, had a diverse application landscape due to their employees being spread across various continents. They had multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) being deployed. The employees had to log in to different bots environments to raise complaints, leading to productivity losses and cost escalations. The organization wanted to simplify the process and provide a common interface and consistent experience across the employee base. They were looking for a provider with proven capability for providing a common interface for all bots.

The company was facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions. Many customers needed help in setting up the bridge, while few of them had problems in installing the lights as they lack technical competence or can’t follow the instruction manual. Though the process for installation of the lights and bridge was pretty straight-forward, their call centers were inundated with repetitive service requests from clients. The problems were easily resolvable and mostly repetitive, but consumed large bandwidth of their agents leading to a huge pileup of service requests. To address this, the company wanted an intelligent virtual agent residing on its website and provide 24X7 assistance to the customers.

The company inherited a complex application landscape, processes and was beset with huge employee productivity issues, causing delays along with cost escalation. The Sales Ops users had to log in to 5-6 different IT applications to execute business processes. It wanted to simplify the process, cut down the high cost of operations, and increase the speed of process execution. It also wanted to save on customer support costs without compromising on the customer experience. To address these challenges, the company decided to leverage intelligent automation by deploying RPA bots in tandem with Conversational AI-powered chatbots for the following use cases: 1. Provide self-service options to employees 2. Provide a single UI for employees to read and write transactions 3. Simplify business processes by reducing the number of human touchpoints and/or reducing lead time to complete.

The bank was facing an imminent challenge of losing out on customer expectations, as millions of transactions emerging from the huge customer base were creating pressure on the technology and support infrastructure. Moreover, these challenges got aggravated with the constant flow of incoming IT incidents from the huge employee base across the organization. The technology and innovation group was finding it difficult to arrest the spiraling cost of resolution per ticket, increase in resolution time and multiple incidents of human errors. The bank was looking for a common solution that can address concerns on both the fronts - customers as well as employees, in an efficient and cost-effective manner.

The company was facing multipronged challenges: their employees and vendors had varied requirements that needed personalized attention, while customers were facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions owing to low market (or technical) awareness. Spread across locations in various continents, the organization inherited a diverse application landscape. Multiple bots specific to each application (ServiceNow for ITSM, SAP, and many more) were being deployed. This lead to productivity losses and cost escalations as employees had to log into different bots environments to raise complaints. Addressing issues of its huge vendors and distributor base was turning out to be costly. Each vendor needed constant guidance and support to cater to this new age technology products.

The company is the largest brewery in the Czech Republic, with thousands of dispatch points across the geography. The Transport Management System (TMS) in the company receives and manages 100s of email requests from both internal and external users. These emails range from booking a slot to extra order requests, delivery time slot change, and opening the slots, etc. These email requests propel to a shared mailbox. The support teams had to manually extract, access, manipulate, and determine the root cause for each query. It begins with checking the internal systems, fetching current data, and appraising the users. This manual email resolution had many challenges - manual errors, operational delays, spike in operation cost, to name a few. The company evaluated new-age technologies and decided to deploy AI-powered Virtual Assistants to streamline the process and easily communicate with backend systems. Further, they wanted to utilize RPA (Robotic Process Automation) capabilities to automate and execute logistical tasks.

The New York-based multinational banking and financial services conglomerate was facing a higher workload of cases as the IVR could not contain more than 40% of its callers. The costs of providing support started to rise, compounded with an increasing volume of support requests that kept getting routed to human agents instead of the IVR. The bank also observed that it took a long time for queries to get resolved whenever customers tried to avoid phone calls and avail support online by referring to FAQs on the website, resulting in an adverse impact on CSAT scores. The bank started to explore ways to enable centralized omnichannel support and automate its contact center operations, reduce support costs, improve efficiency and enhance customer support.

The insurance company operates in 8 US states and receives over 450,000 customer calls around the year. Over 65% of these calls are routine queries related to policy renewal, payment options, coverage details, and so on. The company wanted to transform customer-agent interactions, from being a purely transactional experience to a more efficient customer-centric engagement. The insurer wanted to provide its customers a way to access this information in an efficient manner without having to wait in line to speak to an agent.

The company provides its global workforce an internal common portal that allows them to access products and services to perform their day-to-day job functions. The main HR webpage, owned and maintained by the HR team, is accessed through this common portal. Finding, accessing, and updating information through this portal was cumbersome. Both employees and HR staff struggled to provide and get services through this portal. The company wanted an innovative, self-serve yet scalable solution to serve its employees for HR or procurement-related queries. It wanted to free up the support staff time to focus on important issues while improving employee experience overall.

The multinational bank employees over 78,000 workforce worldwide. This workforce uses various internal portals to get their IT service requests resolved, whether it is installing a new software program, requesting a hardware service or replacement, or simple login or password reset issues. The first mode of contact for IT support was ServiceNow. Typically, agents took anywhere between a few hours to a day to resolve these queries. This hampered the employees’ ability to perform tasks and impacted productivity. Moreover, the high volume of IT tickets meant agents would abandon 10% of the queries. Due to high churn rates, hiring, training and managing service desk agents resulted in overall high operational costs as well. When the financial services company assessed employee queries, they appeared to be repetitive in nature. Further, they figured that the staff found it cumbersome to search for solutions to common questions on the intranet. The search resulted in ambiguous answers and longer wait times connecting to an agent added to the frustration.

Logical Position, an online marketing agency, was facing stiff competition in the online marketing scene. The cost of landing a customer on their website was around $30. They were looking for a solution to increase their leads and stand out among their competitors.