TCS elevates Customer Experience:

Powered by Google Contact Center AI

(CCAI)
In today’s competitive business landscape, it is very important for every enterprise to deliver enhanced customer
experience to have an edge over its competitors. Customers want the enterprises to provide personalized,
proactive and omnichannel engagements that can be seamlessly integrated in their daily lives. In this digital age,
contact centers are no longer considered as cost centers, but as strategic hubs that drive customer engagement,
loyalty and revenue.

Contact center transformation is the key to unlock the full potential of modern-day customer requests. TCS with
its deep domain expertise and contextual knowledge in the Contact Centre Industry, coupled with a unique
CCAI and Gen AI solution expertise have created a robust approach focussed on four key solution tenets:

• Reduce call volume

• Call/Chat containment
• Reduce average handling time
• Automate back office operations

This approach has successfully enabled many large global clients in their Contact Centre transformation journey.
Increased Cost optimization:
containment rate: Reduce training
Improved self service and recruiting costs
and digital engagement while improving
to enable customers the efficiency
to successfully resolve of day-to-day
their issues without operations.
needing the assistance
of a human agent
Benefits of Data-driven
Maximize agent insights:
productivity: partnering Leverages data
Streamlines call with TCS for analytics to monitor
handling and reduces contact center
average handling contact center performance and
time, allowing agents
to focus on high-value
transformation identify areas for
improvement.
interactions.
Improved first
Enhanced customer call resolution:
satisfaction: Empowers agents
Deliver personalized, with real-time
omnichannel experiences customer
that build customer information and
loyalty and increase AI-powered decision
customer engagement. support to resolve
issues effectively.

TCS’ value delivery approach and solution accelerators

Global and industry experience: TCS has successfully Continuous innovation: Experiment rapidly using
implemented Google CCAI solutions for 25+ leading quick PoC checks and accelerate development through our
organizations across various industries. innovative TCS Cloud Lab hosted on Google Cloud.

Google Cloud-CCAI certified experts: Our team of 500+ Tools and accelerators: Utilize our built-in Gen AI powered
certified experts provide specialized guidance and support for Intent library (120 intents for Telco, 100 intents each on Retail
successful CCAI implementation. & Banking, 70 intents on Manufacturing and Healthcare)
and curated Product Oriented Delivery ( POD ) delivery
model, along with combined expertise of CCAI and Gen AI and
Rapid prototyping and proven solutions:Leverage our Google powered CCaaS Platform to bring greater value to the
portfolio of AI-powered solutions (plug & play or customized as
partnerships by providing better customer engagements.
per needs) to automate repetitive tasks, improve call routing,
and enhance customer interactions.
 Tools, Assets and Accelerators – Accelerating Implementation

Intent Library + Reusable POD Delivery Model CCAI & Gen AI

Components Envisoned the POD delivery CCAI + Gen AI strategy is helping
Proactively created Intent Library model for CCAI delivery and us position strongly with clients
and Resuable components across extending to programs • Fast moving Gen AI use cases and
Industries • E2E delivery ownership for PODs CCAI use cases
• Faster business value realization • Service catalog (t-shirt sizing) • Created a Gen AI Delivery Ready
• Leveraging TCS contextual and delivery model team by extending and training the
domain knowledge across CMI, • Flexible consumption established CCAI team.
Retail, BFSI, Manufacturing,
Healthcare & Life Sciences
• Head start for CCAI and Gen AI
projects

CCAI Platform (Ujet) & CRM L1 Helpdesk & Contact Centre TCS Acquisitions and Partnership
Expertise Transformation TCS acquisitions and partnership
Successfully integrated CCAI Use case already built for internal enabling end-to-end delivery
platform with salesforce and and external customers • TCS acquisition of W12 Studios, an
other CRMs • Contact centre transformation and award-winning digital design studio
• Automated case creation strategy • Strong partnership with PEGA,
• Lower call handling times and • Supporting large number of Nuance RASA, Khoros and AI/
improving both agent and customer Customers in L1 Help desk – HR, IT, ML Co-Innovation (COIN) Startup
experiences Ssales, Finance, Legal , Tax Network
• Integrated insights across Voice and
Chat

Success Stories

TCS has successfully transformed their contact centers for global enterprises, to deliver the following results:

• Enabled an American multinational retailer to automate 50% of the customer conversations by transforming internal customer
care processes using Google CCAI

• Reduced call handling time by 50% and doubled customer satisfaction for a Canadian fertilizer company by modernizing the
call center to enable 24 x 7 omni channel services and by using conversational AI as a part of Google CCAI Implementation

• Automated 50% of social media interactions for a European airline with our state-of-the-art chatbots built using Google CCAI
that greatly reduced human efforts and increased efficiency

For more information, please contact

Bharadwaj KVK - bharadwaj.kvk@tcs.com – Customer Services & Gen AI Transformation Leader

Shashi Mansi Mishra - shashi.mansi@tcs.com – Global Client Partner, CMI, TCS