How AI-driven CX lifted CSAT by 50% and cut support costs 35%

In a digital-first economy, customer experience has become the primary differentiator for global brands. To compete, organizations must shift toward AI-driven, omnichannel engagement, integrating Generative AI with business data to improve every customer touchpoint.

The Challenge

The support operation was losing customers to slow, fragmented, and inconsistent service. Four issues stood out:

1. 01

   Long waits & abandonment. Average wait times exceeded 10 minutes, driving customer abandonment.

2. 02

   Fragmented data silos. Agents couldn't see a customer's complete history across web and mobile platforms.

3. 03

   Rising operational costs. Repetitive inquiries demanded ever more human agents to keep up.

4. 04

   Inconsistent brand voice. The experience varied from one communication channel to the next.

Customers didn't care which channel or agent they reached, they wanted a fast, consistent, context-aware answer every time. That was the bar to clear. The engagement brief

The Solution

Periscope deployed a Generative AI conversational layer on top of the CRM, automated the routine work, and orchestrated seamless bot-to-agent handoffs across every channel.

Generative AI conversational agent. Deployed a GenAI agent for real-time intent and sentiment understanding across channels.

360° customer visibility. Integrated the AI engine with the existing CRM so every interaction had full customer context.

Automated routine work. Automated 60% of routine workflows, order tracking, returns, and subscription management.

Omnichannel orchestration. Added an orchestration layer for seamless bot-to-agent transitions and a consistent brand voice.

The Results

Faster, context-aware, consistent service translated directly into happier customers and lower cost to serve.

Higher satisfaction. CSAT scores rose 50% within six months.

Lower cost. Support overhead costs fell 35% as automation absorbed repetitive work.

Faster resolution. First-contact resolution improved 40%.

Elastic scale. The platform handled 3x volume during peak seasons without adding headcount.

A GenAI layer on the CRM, automating the routine and handing off the rest, lifted CSAT 50% and cut support costs 35%, while handling 3x the peak volume. Outcome summary