A transformative journey in customer experience (CX) enhancement – this case study showcases the collaborative efforts between a prominent US warehouse club operator and [24]7.ai, a leading provider of AI-driven customer engagement solutions. With a vast customer base of 5.5 million members, the club retailer aimed to enhance customer service quality, automate processes, and drive digital transformation.

Through [24]7 Managed Customer Engagement (MCE) model and [24]7 Engagement Cloud™, the retailer achieved remarkable results. The implementation included automation of contact center operations, personalized intent prediction, and agent empowerment. Key milestones included the launch of tech-support chat, IVR enhancements, and the introduction of [24]7 Assist for real-time contact center management.

As a result of the collaboration, the club retailer experienced a 22% improvement in cost savings, increased customer satisfaction, and enhanced operational efficiency. Leveraging AI technology, the retailer successfully deflected calls to digital channels, reducing workload on live agents and improving containment rates.

[24]7.ai’s Managed Customer Engagement Model (MCE) – an all-inclusive package combines our industry leading AI technology and products, 23+ years of contact center expertise and best-in-class talent. For the Warehouse club operator this includes Contact automation with conversational bots, without the need for a human agent, AI-enabled personalized intent prediction, to direct customers to the right resources, agent empowerment through training and productivity tools, and aligning CX Cost to the client’s Revenue.