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AI Assessment Uncovers 45% Savings for Enterprise Support Center

 

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THE CHALLENGE
 

Reframing AI ambitions
around existing
investments

The US retailer set bold AI objectives to increase service efficiency, expand self-service, and boost agent productivity. The initial path relied on acquiring new platforms. Budget pressures and governance priorities shifted the
focus. Leadership issued a clear mandate to align AI strategy with existing investments, deliver measurable results quickly, and avoid new licensing costs or lengthy procurement cycles.

THE SOLUTION
 

Phased execution for lasting impact

The company already had significant investments in enterprise technology platforms including Microsoft Copilot Studio, Google Vertex AI, ServiceNow Now Assist, and Rev AI. Rather than introducing new tools, the strategy focused on optimizing these assets to accelerate time to value and control costs. 

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What TSG delivered