How transcosmos Integrates AI and Technology Across Service Operations
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Front-End Solutions: Empowering Customer Self-Service
Our customer-facing solutions focus on providing quick, convenient, and effective problem resolution through:
- Advanced chatbots
- Voice bots
- Cloud BPX
- Visual IVR (Self Service Solution)
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Operational Support: Enhancing Agent Performance
For our customer service agents, we've implemented various AI-powered tools to optimize their performance:
- AI translation chat for multilingual support
- Knowledge bots for rapid information access
- Answer recommendation systems
- Automated after-call work processing
- AI Roleplay
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Back-End Management: Optimizing Quality and Efficiency
For managers and supervisors, we've developed tools focused on cost efficiency and quality improvement:
- AI-powered quality evaluation systems
- Voice of Customer (VOC) analysis
- Automated knowledge generation tools
- WFM System
Success Stories
CHINA
AI-Powered Quality Management Excellence
Over 50% reduction in complaint rates
For a leading vacuum manufacturer, our China operations implemented AI-driven quality management automation in a 300-agent contact center. The results were impressive: 100% call monitoring coverage through full automation and over 50% reduction in complaint rates, significantly enhancing customer satisfaction.
JAPAN
Innovating Through AI Process Automation
69% management workload reduced
In Japan, we've achieved notable success in multiple areas:
- Quality assessment automation reduced management workload by 69%, cutting processing time from 900 to 300 seconds
- AI-driven knowledge generation led to a 40-second reduction in Average Handle Time (AHT)
- Process automation for a leading housing manufacturer saved 280 hours monthly within the first month of deployment
SOUTH KOREA
Enhancing Self-Service Capabilities
Approx. 48% of incoming calls automatically resolved
Our implementation of an AI chatbot system using Kakao Chat, combined with Visual IVR, has transformed customer service for one of the leading manufacturers. The system successfully handles 47.9% of all incoming inquiries through self-service, demonstrating the power of AI in enabling customer autonomy.
INDONESIA
Cost Optimization Through Human-AI Collaboration
Achieved 60% cost reduction
Working with a major global smart device manufacturer, we implemented a comprehensive AI solution including voice bots, analytics, and process automation. This strategic implementation resulted in over 60% cost reduction within just three months of deployment.