In the case study, an 86-year-old American sportwear was looking to revolutionize their customer service operations and enhance their overall CX.

The solution involved integrating  [24]7.ai’s CX solutions (Digital Bots, Unified Agent Console and Reporting) and CX services (Digital chat agents) to  improve the client’s overall customer support and reduced operational costs.

As a result, our client empowered their customers to self-serve resulting in a 35% containment rate and 8.9% bot conversion rate.  Shifting customer support from onshore sites to [24]7’s nearshore sites delivered annual savings of $1.3 million

[24]7 Chat agents manage 95% of the chat volume, surpassing the client’s other partners.