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SRP, one of the largest public power utilities in the United States, was facing a significant challenge during the peak season from March to October. The hot weather led to a spike in air conditioner use, which in turn led to an influx of customer calls. SRP's traditional interactive voice response (IVR) system was only used by a limited number of customers, and of those who did use it, 97% ended up being routed to a live agent due to the IVR’s limited, transactional functionality. This meant that each peak season, SRP had to dramatically ramp up costly live agent hires to handle increased call volumes. SRP needed a solution that could handle more than two million calls per year while also supporting the company goal of being industry forward with customer-friendly initiatives, reducing reliance on seasonal live agents, initiating proactive outage confirmations via self-service, and enabling quick access to agents when needed to handle critical issues, such as outages.

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.

TXU Energy, one of the ten largest electric companies in the US, receives more than 10 million calls each year. Delivering exceptional service on these calls is essential to retaining customers, since customers can choose their own provider in the deregulated Texas market. To manage large operating costs for its most used channel, TXU implemented a self-service system based on a Touch-Tone and directed-dialogue solution. However, self-service rates plateaued as the system’s natural language implementation met its limit. TXU wanted a solution that could enhance the customer experience and increase self-service completions rates without increasing operating costs.

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.

Bank of American Fork, a community bank in Utah, was looking for ways to improve its customer service. The bank wanted to provide an additional communication channel for its customers, allowing them to choose how they want to contact the bank. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers, meaning that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank noticed a growing trend in modern customer service where potential customers expect to receive instant answers.

Better Business Bureau (BBB) Boston, an organization that helps consumers make educated decisions about their purchases, was dealing with a lot of inquiries. These inquiries could be about a particular business, the way BBB works, or complaint-related matters. They needed a solution that would allow for fluent communication with consumers. They wanted to provide another way of contact besides phone and email and also improve their customer service.

Plasticprinters.com, a plastic card printing company, was struggling with the high costs of acquiring new clients and maintaining effective communication with them. Traditional forms of communication like phone and email were proving to be slow and cumbersome. The company was spending its days sending emails and leaving voicemails, which was not only time-consuming but also ineffective in reaching a larger number of clients. The shift in customer communication preferences from phone to email, and now from email to chat, was another challenge that the company had to address.

Warby Parker, a transformative lifestyle brand offering designer eyewear at a revolutionary price, is known for providing an incredible experience to each and every one of their customers. This involves everything from providing free shipping and free returns, to offering frame feedback via social media, to providing quick support via its customer service channels. For instance, there is a six-second phone pickup rule that ensures no client has to wait too long for an answer. However, to cater to all clients, Warby Parker decided to try out LiveChat as a form of contacting customers who prefer immediate responses without having to resort to phone or e-mail.

Scottevest, a travel apparel company, wanted to provide proactive customer support to its clients. They wanted to put real people in front of the customers who would be able to provide quick answers regarding their merchandise. The company had tried two different solutions before choosing LiveChat. The challenge was to implement a solution that would allow them to provide real-time, proactive support to their customers.

Media Temple, a US-based web hosting and cloud services company, was looking for a more efficient and effective way to handle customer service inquiries. The company was previously using a combination of email and phone calls, but found these methods to be lacking in terms of speed and ease of use. The company wanted a solution that would allow for continuous conversation, while also allowing representatives to pause as needed to check information or resolve a case. They also wanted a solution that was highly customizable and did not depend on an IM protocol.

Fox Rent A Car, a growing car rental company based in Los Angeles, was looking for ways to simplify the car rental process and improve customer access to their services. They identified live chat as a potential solution for the car reservation process. The goal was to enhance the customer experience on their website by making assistance readily available. They also hoped that by providing a readily available chat option on their site, they would open a new channel of communication and generate new leads.

HomeExchange, a company that allows members to swap houses for travel purposes, was looking for a more efficient way to communicate with their customers. They wanted to move away from traditional phone and email communication and implement a live chat system on their website. The company needed a chat solution that was flexible, easy to set up, and could handle technical inquiries, billing questions, and general inquiries. They also needed a system that could be deployed worldwide and support multiple languages.

Resume Companion, an Internet-based company providing resume creation services, wanted to provide a support system that would replace the timely, traditional email or phone support. They wanted to provide an easy-to-access way to contact their support team, allowing customers to ask any questions they wanted, and receive immediate responses. The company aimed to help customers just at the right time, i.e. whenever a client needs it, without any delay or need to wait for someone to pick up the phone or reply to an email.

Lunarpages, a hosting provider company, was facing the challenge of converting their website traffic into leads and sales. They were investing a significant portion of their resources into various advertising and marketing campaigns to drive traffic to their sites. However, they were not able to effectively utilize this traffic. They wanted to convert a portion of their on-site visitor activity into leads and sales. Another challenge was to address the support needs of their visitors, 24 hours a day, 7 days a week.

Depositphotos, a photo agency from Florida, was facing challenges in achieving a perfect customer satisfaction score. The company was struggling with slow response times and limited forms of communication, which were hindering their goal of creating a product that would satisfy all customers. The company realized that some customers were reluctant to use the phone to contact support and needed a faster way of communication. The company was looking for a solution that would improve three aspects of their service that are directly bound to positive customer satisfaction: pre-sales customer support, online sales, and post-sales customer support.

Grove City College, a Christian liberal arts college from Pennsylvania, was looking for a way to assist future students with college planning and the application process. They wanted to provide information about the school and help with the application process right on their website. The challenge was to find a solution that would allow them to interact with students in real-time, answer their questions, and provide assistance when needed.