Test case study detail #2

AI-Driven Decision Intelligence for India’s Leading Food Delivery Platform

Transforming Agent Efficiency, Reducing Resolution Time, and Elevating Customer Satisfaction Through Smarter CX Operations

About the Company

The client is one of India’s leading online food ordering and delivery platforms, serving millions of customers across the country through a highly dynamic digital ecosystem. With a strong focus on convenience, speed, and customer experience, the brand manages large-scale customer interactions across multiple support touchpoints daily.

With increasing customer interactions and strict regulatory requirements, the company needed a more efficient and compliant way to manage support operations.

Challenges

As the company scaled, its customer support operations faced several critical issues:

Existing guided workflows operated through sequential Google Form-based navigation, making it difficult for agents to quickly reach the exact customer support scenario.
Agents were required to constantly switch between multiple platforms such as CRM systems, dialers, and guided workflows, increasing operational complexity and handling delays.
The fragmented support environment negatively impacted Average Handling Time (AHT) and reduced overall agent productivity.
Manual navigation through SOPs and decision paths affected transaction quality and consistency across customer interactions.
Reduced operational efficiency directly impacted customer satisfaction scores and overall support experience quality.

Solution

CxFirst.ai designed and implemented a structured, customizable Decision Management System tailored to the client’s operational workflows.
The platform enabled agents to instantly navigate to the exact customer support scenario without traversing lengthy sequential flows.
Introduced intelligent Decision Trees and Smart Call Scripts to guide agents through faster, more accurate customer interactions.
Integrated the system with existing CRM platforms, dialers, and operational tools to create a connected support environment.
Enabled transaction auditing through an integrated Quality Management System for continuous monitoring and quality improvement.
Built business-specific sampling algorithms to intelligently audit customer interactions and identify quality improvement opportunities.
Reduced dependency on manual SOP memorization while improving process adherence and agent confidence.

Results

Achieved a 70% reduction in Average Handling Time (AHT) through intelligent workflow optimization.
Delivered an exceptional 99.5% quality score across customer support transactions.
Improved Customer Satisfaction (C-SAT) scores by 30% through faster and more accurate support experiences.
Significantly reduced operational dependency on manual dip checks and SOP memorization for support agents.
Enhanced overall agent productivity, operational consistency, and customer experience performance at scale.