Case Study: US-based Global Leader Elevates Customer Experience with CSS Corp Cognitive Automation

Elevating Customer Experience Through End-to-end Cognitive Automation

US-based Global Leader, a US-based global leader in entertainment, communications, and networking technology, wanted to digitally transform its traditional support operations across a broad product portfolio. The goal was to standardize customer experience across channels, improve efficiency with cognitive automation, and increase customer satisfaction. CSS Corp was engaged to help modernize support for L1/L2 technical support and RMA operations.

CSS Corp implemented a phased digital transformation using its cognitive customer experience platform, combining self-healing, self-service, virtual assistant automation, and AI-enabled agent support in a standardized mobile interface. The solution helped eliminate, deflect, automate, and amplify support interactions, delivering 20% better customer experience, 30–40% cost savings from reduced call volumes, and 40% higher agent productivity.