Transforming Customer Support with AI Copilot & CCaaS

Driving human-AI harmony: Copilot contact center elevates customer experience

55% self-service resolution, 100% intent accuracy boost and 350 agents onboarded for seamless customer support

5 min 所要時間

Overview

In today’s digital-first retail world, every interaction shapes customer trust. A leading technology retailer, headquartered in UK, with a strong online and in-store presence, aimed to unify customer touchpoints under an intelligent, AI-driven platform. Partnering with HCLTech, they transitioned from legacy virtual assistants and live chat tools to Microsoft Dynamics 365 HCLTech’s Contact Center as a Service (CCaaS) and Copilot-powered virtual assistants, unlocking scalability, speed and smarter engagement.

The challenge

Reimagining customer engagement across brands

The client’s vision was ambitious — to transform their customer engagement model across five distinct brands while maintaining consistency and care. This transformation required:

Seamless migration from Nuance Nina virtual assistants and live powered CCaaS
Preserving feature parity and unique experiences for each brand
Enabling connected journeys — from virtual assistant to live chat — without service disruption
Maintaining high containment rates while ensuring reliable escalation for complex queries

In short, the challenge wasn’t just technical — it was about ensuring customers felt no difference, only improvement.

The solution

Intelligent migration, zero disruption

Against an ambitious 18-week timeline, HCLTech designed a migration blueprint that combined precision, speed and intelligence.

Key solution pillars included:

Migrated all virtual assistant and live chat systems from Nuance to Microsoft Dynamics 365 and Copilot with no service downtime
Customized Copilot virtual assistants for four distinct brands, each aligned to its tone and audience
Integrated Microsoft Dynamics 365 and Copilot live chat with secure, compliant data exchange for trusted interactions
Connected Salesforce CRM via Dynamics 365 for automated case creation and tracking
Linked Exchange Online and Power Platform for automated email transcripts
Automated intent migration from Nuance Nina to Copilot, accelerating conversational AI enablement
Embedded Microsoft Dynamics 365 Customer Voice for real-time post-chat feedback and continuous improvement
Delivered operational dashboards featuring real-time and historical analytics for visibility and optimization

Key Successes

Unified engagement: A Microsoft Copilot-powered contact center now anchors all branded websites, ensuring intelligent, consistent and empathetic customer experiences
Smarter self-service: Copilot virtual assistants independently resolve 55% of customer interactions, cutting response times and boosting satisfaction
Seamless escalations: The remaining 45% of complex interactions are transferred smoothly to live agents through integrated CCaaS
Accuracy reimagined: Intent recognition accuracy improved by 100%, doubling the system’s understanding of customer needs
Empowered agents: 350 contact center agents were onboarded onto the new platform, enhancing responsiveness and collaboration
Enhanced trust: Secure data handling and automated workflows ensure transparency and reliability at every step

The Impact

Elevating experience, enabling agility

The migration to Microsoft Dynamics 365 and Copilot has set a new benchmark in intelligent customer engagement:

Key solution pillars included:

Higher self-service success: Over half of customer issues are now resolved without human intervention, freeing agents to focus on high-value support
Faster response, happier customers: Seamless live chat escalation ensures customers receive timely, contextual help
Data-driven decisions: Rich analytics empower the client’s teams to identify trends and optimize operations in real time
Future-ready platform: The scalable Copilot and CCaaS framework now enables rapid onboarding of new brands, geographies and capabilities

A Roadmap for intelligent customer engagement

This transformation goes beyond modernization — it’s a redefinition of intelligent customer engagement. By fusing AI-driven insights with human empathy, the client has created a blueprint for the future: a digital command center where every interaction adds value, strengthens loyalty and drives growth.

With Microsoft Copilot and HCLTech’s expertise, the client’s contact center is no longer just a service channel — it’s an engine of innovation, connection and lasting customer relationships.