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Overview
Rogers required a modernization of its customer support ecosystem, focusing on replacing an aging legacy ticketing system and implementing AI-driven automation to handle high support volumes.
Challenges
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Inefficient Support Cycles: Legacy ticketing tools lacked integration, leading to slow incident resolution.
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High Ticket Volume: Support staff were overwhelmed with Tier-1 inquiries that didn’t require human intervention.
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Data Migration Risks: Moving years of historical support data from legacy systems to a new platform without loss.
Our Approach
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AI Chatbot Deployment: We developed an intelligent support bot using Natural Language Processing (NLP) to resolve Tier-1 issues instantly.
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Legacy-to-Cloud Migration: Orchestrated the transition from an outdated ticketing stack to a modern, cloud-integrated platform.
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Contextual Handoffs: Engineered a system where the AI bot provides a full context summary to human agents for complex issues.
Results
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25% Deflection of support calls through the AI-powered chatbot.
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35% Improvement in internal ticket resolution times.
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Seamless Data Migration of millions of support records with 100% integrity.
Client Feedback
“The combination of AI and a modernized ticketing stack has redefined our support velocity. Our agents are more efficient, and our customers are getting faster answers.”
