Case Study: a global consumer packaged goods company achieves 60% higher productivity with Acuvate’s Agent Assist

How a Global CPG Company Achieved a Increase in Productivity with Agent Assist

A global consumer packaged goods company with 127,000 employees found its customer support agents overwhelmed by a surge in queries. Manually searching through information to address consumer requests caused significant delays. To address this challenge, the company partnered with Acuvate to improve agent efficiency.

Acuvate implemented a Generative AI Powered Agent Assist solution that leveraged GPT technology and integrated with Salesforce. This system provided agents with a single interface to rapidly search and summarize information from a unified knowledge base, enabling them to resolve customer queries quickly and comprehensively. As a result of Acuvate's solution, the company achieved a 60% increase in agent productivity, a 60% reduction in operational costs, and cut agent training time from six weeks to just six days.