CASE STUDIES

Global Contact Center Operator

Enhancing Agent Performance with a GenAI-Powered Co-Pilot Assistant

Project Overview

A next-generation GenAI-powered Co-Pilot platform developed to transform live customer support operations. Acting as a real-time virtual assistant, the solution enhances agent productivity, accelerates response times, and elevates service quality. By combining contextual guidance, intelligent automation, and performance analytics, the Co-Pilot enables consistent, scalable, and customer-centric service across all channels.

Challenge

The client struggled with growing operational demands and inconsistent service levels:

  • High call volumes leading to long wait times and agent overload
  • Varying service quality across support staff
  • Agent fatigue from repetitive or complex interactions
  • Lack of real-time visibility into multi-channel interactions
  • Workflow inefficiencies impacting both agent performance and customer satisfaction

Solution

To address these issues, the organization deployed a Generative AI solution tailored to support human agents during live conversations.

Key Capabilities Delivered:

  • Contextual Response Suggestions – Real-time, AI-driven prompts for faster and accurate responses
  • Automated Routine Workflows – Delegates repetitive tasks to AI, freeing agents to focus on customer empathy
  • Continuous Learning Loop – AI refines suggestions based on real interactions and agent behavior
  • Analytics Dashboard – Provides team leaders with actionable insights into performance and engagement

Key Features

  • Boosts agent confidence by surfacing relevant info and dynamic scripts
  • Understands customer intent across channels for precise, timely responses
  • AI evolves with each interaction—learning products, policies, and tone preferences
  • Tracks KPIs, quality scores, and agent improvements

Results

  • Faster query resolution with reduced average handling time
  • Consistent service quality and increased first-contact resolution
  • Lower agent fatigue and increased satisfaction
  • Automated workflows leading to operational efficiency
  • Enhanced loyalty through better customer experiences

The GenAI Co-Pilot revolutionized contact center performance by empowering agents with AI-guided support. It enabled scalable, real-time assistance across all touchpoints, resulting in greater service consistency, agent productivity, and customer loyalty. This AI-led transformation positioned the client for long-term operational excellence in a digital-first service landscape.

Frequently Asked Questions

The GenAI Co-Pilot is a real-time virtual assistant that guides agents with contextual suggestions, automates tasks, and streamlines workflows for faster, more accurate support.
It ensures consistent, context-aware responses using advanced NLP, reducing errors and delivering a smoother customer experience across all channels.
The solution led to faster query resolution, lower agent burnout, improved service quality, and higher customer satisfaction.