A global retail leader sought to transform customer engagement by implementing an intuitive conversational interface across digital channels. With millions of customers across digital channels, it was feeling the pressure of rising customer expectations and high support volumes, leading to delays, inconsistent information and a heavy reliance on human agents. What should have normally been a simple interaction often escalated into complex challenges, hurting Customer Satisfaction (CSAT) score and building pressure on the support teams.
Persistent was chosen for its expertise in Conversational AI and multi-channel integration, aiming to deliver seamless self-service, reduce operational costs and improve customer satisfaction through advanced Natural Language Processing (NLP) and scalable architecture.
The Gaps in the Existing Customer Journey
The client’s existing customer support experience was falling short of modern expectations. The existing interface had several challenges, including:
- Conversational Interface Challenge: The client lacked an intuitive, cross-channel conversational interface that felt natural and consistent across all digital touchpoints.
- NLP for Seamless Interaction: Existing systems could not effectively use NLP capabilities, limiting seamless self-service across web, mobile and social platforms.
- High Workloads & Dependency on Human Agents: Customers frequently encountered delays and inconsistent information, causing poor customer satisfaction without efficient self-service and high dependence on human-agents to get the escalations sorted manually.
From Fragmented Interactions to Unified, Intelligent Engagement
Persistent partnered with the client to design a conversational AI–driven engagement layer rooted in NLP and multichannel design. The solution brought together:
Conversational AI Implementation:
- Implemented a chatbot using NLP technology to understand and respond naturally to customer queries. This helped resolve basic queries and reduced the number of escalations that needed manual intervention.
- Multi-Channel Integration: Integrated the chatbot across web, mobile
,and social platforms to ensure consistent user experience. - Operational Efficiency: Enabled real-time query resolution and reduced human intervention, enhancing operational efficiency.
- Scalable Architecture: Ready-to-evolve scalable solution supporting future enhancements and evolving customer needs.
Results that Re(AI)magine Digital Support
With human agents spending less time firefighting escalations and focusing more on resolving complex issues, the client was able to boost operational efficiency while boosting customer satisfaction. The impact was:
- 60% decrease in consultations requiring human agent intervention
- 200 basis point increase in CSAT and NPS through enhanced self-service
- 20% increase in lead generation from social channels via self-service customer agents
Co-creating the Future of Customer Support & Experiences
Persistent’s Conversational AI solution empowered the client to deliver faster, more consistent customer support while significantly reducing operational workload. By combining advanced NLP, multi-channel integration and scalable cloud architecture, Persistent set a new benchmark for digital engagement—enabling measurable gains in customer satisfaction and efficiency.
Ready to modernize your customer engagement stack and build AI-driven experiences? Reimagine what’s possible with Persistent.
