As a global leader in software, cloud computing, and AI, the client has long set the pace for digital innovation across enterprise and consumer technology markets. With billions of users across 190+ countries, the company needed to ensure its customer service evolved as rapidly as its product suite.
Meeting Rising Expectations Across Channels
The company faced mounting pressure to modernize its global support operations, particularly for its gaming and consumer hardware divisions. Fragmented processes and limited data insights were making it harder to meet customer demands. To move forward, the client needed to identify AI-driven opportunities to streamline service delivery, enhance customer satisfaction, and reduce friction across the journey. They also sought to define a robust solution architecture and develop an implementation roadmap. At the same time, they aimed to benchmark their current state of maturity and prioritize the top ten AI use cases with the highest business impact.
Brillio emerged as the ideal partner, with deep capabilities in AI-powered automation, data-driven transformation, and omnichannel CX strategy. With a solid track record in enabling scalable, high-impact digital experiences, Brillio offered the strategic vision and technical depth needed to tackle this complex initiative.
A Blueprint for AI-Driven Support
Brillio’s solution combined structured assessments with data-backed prioritization to design an AI-first roadmap for customer support. This led to a clear path forward focused on high-value, scalable improvements.
AI and analytics played a central role. Brillio proposed intelligent self-service tools, real-time agent assist capabilities, and advanced reporting for knowledge effectiveness. These solutions were mapped directly to pain points along the customer journey—targeting resolution gaps, incident deflection, and self-service enhancements. Solutions were categorized into “Top Recommended” and “Moonshot” innovations, the latter representing bold, long-term CX concepts such as “Device as a Customer.” This phased approach enabled quick wins while laying the groundwork for strategic transformation.
From Discovery to Prioritization
The engagement began with a thorough discovery phase, which included interviews and workshops with over 15 stakeholders from support teams, forecasting units, and customer-facing roles.
Brillio then conducted a series of structured analyses to build a comprehensive view of the current state. This included an Outside-in Analysis that benchmarked the client’s service capabilities against industry-leading practices and emerging technologies. A CSS Business Processes Assessment followed, evaluating 12 critical customer service workflows to identify inefficiencies and maturity gaps.
To go more in-depth, Brillio performed a Deep Dive Analysis of Processes Driving Down Maturity, pinpointing root causes behind service friction. All these insights were then synthesized using the Brillio Customer Service Assessment Framework to provide a quantified view of current-state maturity and readiness for AI-driven transformation.
Reducing Contact Volume by 25% with Smart Support at Scale
The impact was immediate. By closing self-service resolution gaps, the company saw a 5-8% reduction in labor costs, while smarter case and incident management translated into 8-10% in operational savings.
Proactive support initiatives deflected nearly 25% of total contacts, significantly easing pressure on frontline agents. Enhancements in training, planning, and knowledge delivery improved agent productivity and first contact resolution, with FCR increasing by 10-20% depending on the domain.
Customer satisfaction scores also improved thanks to better issue resolution, faster service, and smarter knowledge management. By embedding AI into the fabric of customer service, Brillio helped the client move from fragmented support operations to a mature, data-driven experience model—future-proofed for scale and aligned with its global brand promise.
