Case Study: a global ecommerce company cuts issue escalation time by 75% with Conduent Customer Experience Management

Ensuring positive experiences with better content moderation

Conduent was engaged by a global ecommerce company to address its challenges with content moderation and identifying customer experience (CX) issues. The company needed a better way to handle the vast amount of online customer interactions and reports.

To solve this, Conduent deployed an integrated analytics platform and content moderation capabilities, which included a virtual intelligent assistant and human validation teams. This solution integrated in real-time with the company's existing support systems. As a result, Conduent helped the client increase its detection of severe customer reports by 300%, boost its capacity to analyze CX interactions from 45% to 100%, and reduce issue escalation time from 48 hours to under 12 hours.