Case Study: Chatbot Technology Provides Omnichannel Support

THE CHALLENGE

Disconnected experiences, growing demands

A global technology enterprise sought to transform how it engaged both customers and employees through intelligent automation. With over 90,000 employees worldwide, the company faced increasing demand for faster, more personalized support across its retail and HR functions. Legacy systems and fragmented service channels made it difficult to scale efficiently or deliver consistent experiences. To stay ahead, the organization needed AI-powered chatbots capable of understanding context, automating responses, and creating seamless, human-like interactions—both internally and externally.

THE SOLUTION

Scaling human connection with AI

TSG harnessed advanced AI and Natural Language Processing (NLP) to design intelligent chatbots that transformed both customer service and HR support. Using decision tree modeling and conversational engineering, TSG built scalable, multilingual solutions capable of handling complex interactions with speed and accuracy. These AI-driven systems streamlined support workflows, reduced response times, and delivered consistent, human-like experiences—empowering the client to scale effortlessly across regions and languages.