Case Study: Sony Electronics Inc. achieves record customer satisfaction and dramatic feedback response gains with NICE Systems' CXone and Enlighten Autopilot

Sony Electronics Achieves Highest-Ever Response Rate with NICE

Sony Electronics, a subsidiary of Sony Group Corporation, operates a large contact center supporting consumer and professional products. Callers frequently needed help from other Sony divisions, creating misrouted contacts, slower resolutions, and fragmented data held by BPOs—making it hard to analyze feedback, improve self-service, and drive operational efficiency.

Working with NICE, Sony rebuilt its omnichannel funnel on CXone, used Enlighten XO to analyze 60,000 interactions, and deployed Enlighten Autopilot as the virtual agent across voice, chat, and SMS. The changes delivered immediate gains: at least 15.9% of contacts are contained by self-service, customer satisfaction hit record levels (up to 34.8% on SMS, 19% on calls, 13.5% on chat), feedback response rates jumped dramatically (e.g., 22.5x for chat), and analysis identified 40%+ of inquiries as automation candidates.

Sony Electronics Inc.

Roger Brewer

Director of Service Tools and Technology