Transforming CX for a Leading Telecom Provider with AI/ML-Driven Intelligence

Engineering impactful customer interactions with AI & data-driven insights

A leading U.S. telecommunications provider sought to enhance customer experience by leveraging AI/ML-powered analytics. The company faced challenges with call handling inefficiencies, reactive customer support, and a lack of predictive insights. GlobalLogic developed an AI/ML-driven analytics platform, reducing customer care calls by 30%, optimizing call handling, and streamlining interactions with automated, data-driven solutions.

Challenge

The client aimed to enhance customer satisfaction and operational efficiency but faced key obstacles:

• High Call Volume: Inefficient self-service options led to an overwhelming number of customer care calls.
• Limited Personalization: The inability to deliver proactive, context-aware support reduced customer satisfaction.
• Manual Call Handling: Agents spent excessive time resolving issues due to a lack of predictive insights.
• Fragmented Data Systems: Disparate data sources made it difficult to generate real-time insights for customer engagement.

The client needed a solution that leveraged AI and data analytics to streamline operations, improve engagement, and enable proactive customer interactions.

Value Created

GlobalLogic partnered with the client to develop an AI/ML-driven analytics platform that transformed customer interactions. Integrating diverse data sources into a scalable Delta Lake architecture enabled real-time insights and automated decision-making. AI-powered self-service tools reduced customer care call volume, while predictive analytics provided proactive notifications and personalized recommendations.

Additionally, advanced AI-driven insights optimized call routing and handling, streamlining operations and reducing the need for manual intervention. These innovations enhanced customer engagement, improved satisfaction, and increased operational efficiency, positioning the client as a leader in intelligent, data-driven customer support.

Impact

GlobalLogic’s AI-driven solution delivered measurable business results including:

• 30% reduction in customer care calls – AI-powered self-service tools decreased support requests.
• 20% reduction in call duration – Predictive AI and automation streamlined customer interactions.
• Higher customer satisfaction – Personalized, proactive communication improved user experiences.
• Optimized call handling efficiency – Smarter routing and AI-driven insights enhanced service response.

AI-driven intelligence revolutionized the customer experience, reducing support demands, optimizing call efficiency, and delivering seamless, proactive engagement.