CSG Customer Story

How a global tech leader cuts calls to live agents by 43% using routing with AI

42%

improvement in customer self-service

weeks to go-live

43%

reduction in calls to agents

languages across systems

34%

reduction in agent transfers

Summary

When customers call with an issue, they want a resolution—fast. And when they can’t resolve it through self-service, they at least want to be connected to the right person who can.

But for one of the world’s largest tech companies, 60% of support calls were landing in the wrong place due to inaccurate call routing. That’s not just frustrating for customers and employees. It’s costly.

See how this global brand partnered with CSG to modernize its call center experience with natural language processing and intelligent routing. By understanding customer intent and routing calls accurately—or deflecting them to the right self-service content—the company reduced agent transfers, cut call volume, and delivered faster, smarter support across 46 languages.

The Customer

One of the world’s largest technology companies. It needed to deliver a customer support experience that matched its tech-forward reputation.

The Challenge

After implementing an interactive voice response (IVR) solution with a leading CCaaS provider, this company realized 60% of its inbound support calls were routed to the wrong agent group, particularly in the online store IVR. The IVR often misrouted these calls to sales agents, who either transferred the calls or spent their costly minutes attempting to resolve customers’ issues. To reduce support costs and increase resolution speed, the company needed a system that could detect intent and route inbound tech support calls to the best-fit resource: live agent, chatbot or self-service. It also needed to deflect simple issues into digital channels before they ever reached the contact center.

The Solution

Contact Center Deflection Using AI

The company engaged CSG to implement the conversational AI solution in CSG Xponent, a customer engagement platform.

Xponent uses natural language processing to analyze customer responses in the IVR. Combining this analysis with customer account information and behavioral data, the conversational interface understands customers’ needs and responds with the utmost accuracy. The tech company has its own AI and ML models; CSG’s engineers and linguistic experts have adopted those models and customized them to push the intent accuracy from the company’s 80% baseline to as high as 98% for certain inputs. The system deflects calls by referring customers, with precision, to the right self-help content on the company’s website according to their needs. And when a live agent is still necessary, Xponent uses the underlying customer intent to route the customer to the right agent group.

The company has now scaled this solution across numerous languages and product lines, delivering fast, personalized and effortless experiences across the enterprise.

“The metrics [are] extremely significant and far exceeded my expectations.”

Global Tech Company’s Senior Director for Contact Center Technology

No more ‘press 0 for frustration’

Outdated IVRs send customers in circles—and out the door, loyalty-wise. CSG Xponent’s AI solutions help you route calls with precision. Cut down the agent transfers, increase self-service success, and create a tech-forward experience for customers and employees alike.