Case Study: Global 100 CPG Company reduces support tickets and speeds resolution with CognitiveScale Guided Help Desk

Global 100 Consumer Packaged Goods Company - Customer Case Study

A Global 100 consumer packaged goods company with more than 10,000 employees needed a better way to manage supply chain support. Its support and call center operations cost about $20 million annually, and expensive, unstructured documentation across multiple systems made self-service difficult, leading employees to escalate requests.

CognitiveScale implemented its AI-powered Guided Service, called Amplify, to provide a natural-language, help-desk concierge experience with real-time alerts, reminders, and knowledge-driven recommendations. The solution helped increase employee self-service, delivering a 30%+ reduction in tickets handled by the support center and a 50% faster time to resolution.