Case Study: Wipro improves customer service efficiency with IBM watsonx.ai

Transforming customer service for faster issue resolution, reduced wait times and enhanced efficiency

Wipro, a multinational IT consultancy and business process services company, needed to improve customer service for enterprise contact centers that faced limited budgets, long wait times, inefficient call routing, and too much manual work. With IBM watsonx.ai, Wipro looked to address these challenges while improving customer satisfaction and reducing operational strain.

IBM and Wipro implemented AI-driven customer service accelerators using watsonx.ai, including self-service email responses, intelligent call routing, virtual agent assistance, agent assist, complaint letter automation, and chat summarization. In a 30-day proof of concept, the solution delivered projected gains such as a 30% reduction in wait times, 20%–40% of calls automated, about 25% fewer call transfers, and a 25% decrease in call handling time, helping Wipro improve efficiency and lower costs.

Wipro

Soumitra Limaye

Director