Case Study: a leading workforce engagement provider achieves faster, more autonomous agent support with GlobalLogic’s AI workforce assistant

Leading Workforce Engagement Provider boosts agent self-service 40% with GlobalLogic

A leading workforce engagement provider faced high agent churn and operational inefficiencies in its contact centers, where agents were dependent on supervisors for routine tasks. To address this, they partnered with GlobalLogic to build an AI-powered workforce assistant.

GlobalLogic implemented the solution, which featured natural language interactions and real-time insights, in just 14 weeks. The results included a 40% increase in agent self-service rates, a 30% reduction in supervisor interruptions, and over 90% intent recognition accuracy, significantly improving agent autonomy and customer satisfaction.