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AI STRATEGY

Customer-facing AI chatbot talks up efficiency

A conversation about AI strategy and ROI-driven use case selection

Client Objective 

Improvement chatter. A major public utility kept discussing how to modernize its customer care operations. Their goal was to reduce call volume, shorten call handling times, improve service quality, and lower costs by utilizing AI technologies. But talk is cheap without action. 

Unique Challenge  

Too many calls. Too little support. The team was facing inefficiencies in call handling and customer support due to limited automation. They thought AI could be the solution they needed, but the organization lacked internal AI expertise. Could the right AI experts overcome their communication woes? 

Bespoke Solution 

The gift of gab. Unify developed a customer care-focused AI strategy by facilitating workshops with 60+ stakeholders across digital, web, operations, and customer service. Together, they identified 150+ AI and analytics use cases, evaluated through an ROI framework focused on call avoidance, handle time reduction, and customer satisfaction. The top 50 were prioritized and mapped into a phased roadmap. Unify designed the architecture for a customer-facing AI chatbot using vector databases and LLMs to enable semantic search and automated resolution workflows.  

Proven Impact 

Results that aren’t hearsay. Reduced call volumes and improved operational efficiency really add up. The AI roadmap is projected to deliver over $11 million in cost savings. The chatbot architecture provides scalable automation for customer interactions and supports internal agents with real-time compliance guidance. What’s the company gossip? With a structured framework for AI adoption, the company now has a repeatable deployment across business units that accelerates time-to-value for future initiatives.

To learn more about Unify’s proven impact and custom solutions, contact us today

 

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