AI-powered contact center transformation

AI-powered contact center transformation drives $150M savings

A transportation, logistics and delivery leader reimagines their contact center with AI and analytics, boosting automation and CSAT through smarter routing and omnichannel optimization.

5 min read

Surging volumes and rising costs threaten service excellence

As global demand soared, our client’s contact centers faced unprecedented pressure. High call volumes, rising operational costs and evolving customer expectations created a perfect storm that threatened service quality and brand reputation. Other challenges included:

Managing high contact volumes during unprecedented spikes in global demand
Maintaining service quality and customer satisfaction while reducing operational costs
Integrating data across multiple channels to gain a unified customer view
Scaling automation without compromising empathy and personalization in customer interactions

The Objective

Reimagine contact centers for effortless customer experiences

To keep pace with rising expectations, the client set out to transform how customers interact with their brand. The goal was simple yet ambitious: make every engagement faster, smarter and more satisfying, while reducing operational strain.

They aimed to:

Increase customer self-service and automation rates
Improve problem resolution and customer satisfaction (CSAT)
Reduce live agent traffic and cross-channel escalations
Continuously identify new opportunities for efficiency and innovation

The Solution

HCLTech’s AI-powered CCaaS

To help the client meet rising customer expectations and reduce operational strain, HCLTech designed a multi-year AI and analytics-led transformation program focused on making every interaction faster, smarter and more personalized.

Key initiatives included:

Predicting customer needs: AI-driven intent prediction streamlined routing and reduced friction across voice and digital channels
Improving conversations: Machine learning analyzed interactions to uncover automation opportunities and enhance resolution quality
Creating Omnichannel consistency: Expanded from voice to digital and outbound channels for a unified, seamless experience
Driving continuous innovation: Delivered actionable insights and prioritized roadmaps to sustain impact and align with business goals

Key deliverables:

End-to-end AI-powered optimization program aligned with CSAT and cost goals
Data-driven analyses leveraging deep domain expertise
Prioritized delivery roadmap for maximum business impact
Performance reporting and ROI assessments
Executive reviews showcasing measurable progress and future opportunities

The Impact

Driving measurable savings and superior customer experiences

The transformation enabled the client to consistently ship faster, smarter and more personalized interactions — even during peak demand. Customers experienced improved resolution and satisfaction, while the business realized significant efficiency gains.

Key outcomes:

Voice channel: 29% increase in containment, unlocking $150M in cumulative savings
Digital (virtual assistant): 9-point uplift in deflection, enhancing digital containment
Outbound channel: 98.8% automation for proactive delivery notifications, minimizing live agent support
Customer satisfaction: Overall experience scores rose by 1.4 points (out of 5), and problem resolution improved by 29 percentage points

Through applied AI and continuous innovation, our client built a next-generation, omni-channel contact center ecosystem, reducing costs while elevating the customer experience.

This transformation not only delivered measurable cost savings but also enhanced the customer experience, establishing HCLTech as a trusted strategic advisor in the client’s digital and CX transformation journey.