Company: Tata Consultancy Services
Company Description: Tata Consultancy Services (TCS) is an Indian multinational technology company specializing in information technology services and consulting. Headquartered in Mumbai, it is a part of the Tata Group and operates in 150 locations across 46 countries. It is the second-largest Indian company by market capitalization. As of 2024, TCS is ranked seventh on the Fortune India 500 list.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: Contact Center Solution – Implementation
 Nomination Title: Smart servicing with AI ML based multichannel communication processing solution
- State the the date on which the nominated solution was first available:
This nomination is about the implementation of TCS Smart E-Mail Case Management solution for a large pensions provider based out of United Kingdom ~2.2 Million Customers, 180K Contact Center calls per year. To address the challenges of the operations team and to improve customer experience, TCS has implemented this solution in July 2024.
The current phase of development planned to go live around Apr 2025 includes Gen AI based request classification, summarization, sentiment analysis and response recommendation etc.
The solution has generated around $15M revenues to TCS already with a pipeline of $20+M across the customers in different geographies.
- Describe the features, functions, and benefits of the nominated contact center solution (up to 350 words):
Total 335 words used.
TCS Smart Email Case Management is an AI/ML solution that brings multiple channels into experience continuum with cognitive features to automate customer service requests. The solution provides unified view across secure for ex, web and unsecure (Email box) channels with end-to-end management and automation of the cases. The configurability, flexible design, and the use of state-of-the-art technologies like ML, NLP, OCR etc. made this an extremely powerful solution.
Key Features:
- Effortless service request management: The AI-driven system helps agents manage requests across channels efficiently, so they can focus on resolving customer issues.
- Centralized ticketing system: Agents can easily manage cases and tickets in one place, ensuring seamless communication and issue resolution.
- Intent identification: The AI-powered intent identifiers help agents quickly categorize and prioritize cases based on their context.
- Automated workflows: With end-to-end process automation, agents can trust that the system is handling routine tasks efficiently.
- Time-saving automation: Automated processing reduces agents' manual effort, freeing up time to focus on more complex issues and deliver exceptional customer experiences.
Functions:
- Unified mailbox: Provides a single, unified view of all emails across multiple platforms Microsoft Exchange, Lotus Notes, Office 365.
- SLA status indicators: Monitors and displays the Service Level Agreement SLA status in real-time.
- Alerts and notifications: Sends alerts and notifications to ensure timely action on critical cases.
- KPI-based reports: Generates Key Performance Indicator KPI-based reports for effective case management analysis.
- Auto-linking: Links emails to the same mail chain instead of having separate emails.
Benefits:
- Improved efficiency: Automates manual tasks, reducing processing time and increasing productivity has resulted in a 40% improvement in operations efficiency.
- Increased scalability: Solution implemented on cloud is providing required scalability (has already scaled to 20% volume fluctuation late last year)
- Reduced costs: The cost of operations is projected to provide 30% reduction in the coming 3 years.
- Reduction in processing time: With streamlined processes and automation, the request processing has reduced by around 40%.
- Zero requests missed: No customer requests are missed or lost in processing, leading to improved customer satisfaction and loyalty.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 203 words used.
Pension is a crucial financial stability pillar, and it is extremely important for the pensions organization to provide a panic free service to diversified customers of different demographics. The business operations team was facing challenges with respect to higher cost of operations, SLA breaches and lower customer experience with multiple channels to serve. The need for offloading the load from contact center also invoked the need for a smart solution to automate the service requests from other channels.
TCS solution TCS Smart E-Mail Case Management was implemented to create a unified view of requests across the channels secure and unsecur and automated the request monitoring, classification and information extraction from the attachments. The information is validated before updating the core platform using API.
The solution was deployed on the AWS Cloud ensuring scalability and reliability. There were multiple challenges as part of the implementation with respect to the integration of the core system API to be recreated, inconsistencies related to barcode format within the request attachments, unstructured emails etc. The capabilities of the solution AI/ML models for classification of requests and extraction of information, continuous monitoring of the unsecure mail boxes, flexibility to create APIs has helped in addressing the challenges quickly and efficiently.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
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