Case Study: The Financial Times achieves AI-driven customer care efficiency with Fluido and Infosys

The Financial Times cuts spam cases by 52% with Fluido

The Financial Times, a globally recognised leader in financial news, faced challenges in scaling its customer service to manage a high volume of requests and a growing subscriber base. Their operations were hindered by manual workflows, technology fragmentation, and an inconsistent user experience. To address this, FT partnered with Fluido, an Infosys subsidiary and Salesforce advisory leader, to implement an AI-driven transformation.

Fluido implemented an AI-enhanced solution utilizing Salesforce Einstein and other technologies, including an AI-powered chatbot and advanced case classification. The results were significant, achieving a 28% case deflection, a 52% reduction in spam, and a 9% improvement in agent productivity. This transformation streamlined workflows, reduced operational costs, and established a globally scalable infrastructure to support FT's future growth.

The Financial Times