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Success story · A global electronics manufacturer

AI-powered virtual agent accelerated tech support resolution.

37%Reduction in Tier 1 live-agent contacts
28%Increase in first-contact resolution
22%Faster time-to-answer

A global electronics manufacturer runs a large installed base of devices and enterprise customers who open support tickets through multiple channels (tech support, CRM cases, and internal service tools). They wanted more of those Tier 1 issues handled through self-service so agents could focus on escalations and higher-value work.

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Manufacturing & industrialsCustomer supportGenerative AI & agents
Impact
37%Reduction in Tier 1 live-agent contacts for issue types covered by the assistant.
28%Increase in first-contact resolution due to history-aware suggestions and clean handoffs.
22%Faster time-to-answer for customers starting in the virtual agent.
01The Situation

The Situation

Business Problem

A big share of inbound issues were repeat, system-answerable questions (status, entitlement, basic troubleshooting), but customers still had to call or click through portals. The manufacturer needed one AI front end that could look up the user, pull history from the CRM and service desk, and guide them to a fix before involving an agent.

02The Challenge

The Challenge

We had to make the conversational AI platform talk to multiple service systems via API and keep context across them, so the assistant could personalize answers and still hand off cleanly to the service-management system when self-service wasn’t enough. It also had to present just a few high-accuracy options (not walls of text) so users could resolve quickly.

03The Solution

The Solution

We deployed a conversational AI customer-care assistant that integrates via API with the CRM and the service-management system, surfaces the top 3 likely resolutions based on the question and user history, drills down interactively, and passes full context to the service management system when escalation is needed.

How the system works CUSTOMERVIRTUAL AGENTOUTCOMEChatVoice01Understands the question02Looks up user and history03Surfaces top 3 resolutionsCRMService deskAPI · USER · HISTORYRESOLVED · SELF-SERVICEDrills down to a fixHAND-OFF · WHEN NEEDEDAgent gets the full context;nothing is asked twiceDEVICE AND SERVICE DATA READ FROMTHE MANUFACTURER'S OWN SERVERS
  • 01Omni-channel virtual agentChat + voice interface so users could start support from anywhere.
  • 02Top-3 guided responsesBased on the user’s question, the assistant surfaces the three most relevant resolutions/templates and narrows from there.
  • 03Contextual handoffIf the issue isn’t solved, the assistant passes the full interaction to the service-management system so the agent doesn’t re-ask everything.
  • 04Direct server/system data pullFor certain device/service info, the conversational AI platform reads from the manufacturer’s own servers to give current, not stale, answers.

Impact

What changed, as reported.

The figures as printed in the firm's own case-study collateral — nothing rounded or annualised.

37%Reduction in Tier 1 live-agent contacts for issue types covered by the assistant.
28%Increase in first-contact resolution due to history-aware suggestions and clean handoffs.
22%Faster time-to-answer for customers starting in the virtual agent.

Data & AI is our singular focus. Data Products is a diverse firm with senior and executive data scientists focused on fully developing project solutions that leverage advanced mathematics and data that drive tangible insights that optimize your organization’s operations.

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Client background

A global electronics manufacturer.

A global electronics manufacturer runs a large installed base of devices and enterprise customers who open support tickets through multiple channels (tech support, CRM cases, and internal service tools). They wanted more of those Tier 1 issues handled through self-service so agents could focus on escalations and higher-value work.

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