Case Study: Leading IT Outsourcing Specialist Company achieves rapid, zero-install SaaS go-live and improved customer experience with Happiest Minds' mCaaS platform

Digital Assistant & Knowledge Management Solution for a Leading IT Outsourcing Specialist

Happiest Minds built mCaaS, a digital content-broker and knowledge-management solution for a leading IT outsourcing specialist facing unreliable, siloed knowledge, and the need for a cognitive contact center that could self-learn and deliver relevant, contextualized information with predictive analytics to agents and end users around the clock.

The solution combined a self-learning engine and federated content explorer with cognitive capabilities (NLP, semantic search, speech-to-text, predictive analysis) and a 24/7 virtual agent, integrating sources like Salesforce and ServiceNow. Delivered as SaaS with zero installation and a two-day go-live, mCaaS improved customer experience, reduced call times, increased calls handled per minute, and boosted overall business and operational efficiency.