A large organisation in the retail and wholesale industry was facing issues related to customer service resourcing. They had to attend to extraordinarily high and fluctuating call volumes related to the replacement of products. Customer service agents were manually tracking all the activities, which demanded a lot of time and manual effort.

The organisation implemented intelligent automation to track all the activities during the product replacement process, including updating customer tickets. The automation of these processes allowed customer service agents to have more time to take calls, speak with customers and focus on keeping customers engaged.

The result was a 100 percent automation of ticket processing, a 50 percent reduction in transaction costs and an increased agent call capacity to meet customer demands.