A Taiwan-based multinational consumer electronics manufacturer partnered with Startek to elevate customer support operations. Facing rising support volumes and the need for faster, more accurate service, the client turned to AI for a smarter solution. Startek implemented Gen AI KMS to drive efficiency, reduce dissatisfaction and boost agent productivity—delivering seamless, intelligent customer experiences at scale.
High AHT due to manual search across multiple systems
Low FCR impacting efficiency
Increasing Dissatisfaction (DSAT) scores from slower, inconsistent support
Scaling support without growing headcount
To tackle these challenges, Startek deployed Gen AI KMS—an AI-powered knowledge management platform that provides instant, contextual answers by synthesizing content from multiple sources. With real-time knowledge retrieval, AI-led resolution guidance and automated workflows, agents gained the tools to resolve queries faster and more effectively. This transformation empowered over 1,000 agents with instant access to relevant, accurate information—streamlining service delivery and enhancing the overall customer experience.
Startek All Rights Reserved
