Transforming Agent Productivity with AI: From POC to Launch in 14 Weeks

In an industry facing high churn and rising customer expectations, a leading workforce engagement provider partnered with GlobalLogic to build and launch an AI-powered workforce assistant that delivered measurable results in just 14 weeks—from prototype to production. 

The solution boosts agent autonomy, improves customer satisfaction, and reduces operational friction across the contact center.

Challenge

Contact centers faced rising attrition and operational inefficiencies driven by repetitive admin tasks and a lack of agent autonomy. Agents depended on supervisors for routine tasks, while supervisors were overwhelmed by low-value interruptions. 

The result: higher turnover, lower engagement, and inconsistent customer experiences.

Value Created

The AI-powered workforce assistant improved agent autonomy, streamlined operations, and enhanced service quality in a complex, high-volume contact center environment. It empowered frontline agents to handle routine tasks independently, while giving supervisors more time to focus on higher-value work. This directly contributed to improved customer experiences and greater operational resilience.

Key solution capabilities included:

• Natural language interactions that simplify agent workflows
  
• Faster decision-making fueled by real-time schedule and staffing insights
  
• Policy guardrails that ensure compliance across teams
  
• Multilingual support to serve a diverse, global workforce
  
• Automated testing and secure deployment on Microsoft Azure for performance at scale
  

Together, these features created a strong foundation for the client’s Workforce Intelligence strategy, positioning them to lead in an industry where employee experience and customer satisfaction are tightly connected.

Empowered agents, engaged teams: The agentic AI solution transforms day-to-day operations by reducing friction autonomy, responsiveness, accuracy, and engagement across the contact center.

Impact

From concept to early-access launch in just 14 weeks, the solution accelerated time-to-market and gave the client a clear competitive edge in the evolving contact center landscape.

Early results include:

• 40% increase in agent self-service rates
  
• 30% reduction in supervisor interruptions
  
• 90%+ intent recognition accuracy, improving interaction quality
  
• Greater agent control over schedules, reducing attrition risk
  
• Faster issue resolution, contributing to higher NPS and customer satisfaction
  

This AI-powered solution delivers more than just productivity gains. It builds the foundation for a more autonomous, resilient, and customer-focused workforce—helping the client lead in an industry where agility and experience are everything.