Client Result
AI-driven strategies yield $26M in cost savings
Revolutionizing Customer Support with Generative AI
Services
Client Result
Revolutionizing Customer Support with Generative AI
Services
With a bold AI-first vision, the client launched an internal Task Force and partnered with West Monroe to find the clearest path to automation. We conducted a 12-week analysis of more than 10,000 support tickets to understand the data inputs and decision points that drive resolution. Using this insight, we defined an AI strategy to target high-volume, repeatable interactions. From the start, every step of the process—data evaluation, strategy formation, and roadmap creation—was designed to enable smart, scalable AI implementation across customer support.
West Monroe partnered closely with the client’s product development and strategy teams to integrate AI into the heart of their support model. We co-developed a feedback loop to continuously train models based on real-world performance and customer interactions. By applying retrieval augmented generation (RAG) techniques, we ensured AI-generated answers met business needs and supported both internal agents and end users. Our dual expertise in enterprise AI and customer operations enabled fast, effective delivery of solutions that were as technically sound as they were operationally impactful.
Our AI-led engagement transformed the client’s support operations. With automation now guiding documentation, case routing, and customer response, resolution time dropped by 14% and documentation processes accelerated by 45 percent. These operational gains led to more than $26 million in annualized cost savings. More importantly, the client is now equipped with an AI framework that scales—enabling faster, smarter support long-term. By embedding AI into their daily workflows and decision-making, they’re positioned to meet customer expectations with confidence and agility.
An infrastructure software client partnered with West Monroe to reimagine customer support with AI at its core. With a vision for “zero-touch” service, the client launched an AI Task Force and collaborated with West Monroe to explore where Generative AI would deliver the greatest impact. Together, we analyzed more than 10,000 support tickets to map the data needed for resolution and trained machine learning models to identify the most common customer questions. This AI-driven approach led to the deployment of advanced retrieval augmented generation (RAG) strategies, reducing resolution time by 14%, accelerating documentation by 45%, and delivering $26 million in annualized cost savings.
in projected annualized cost savings with Generative AI strategy & execution
reduction in time to resolution for support tickets creating faster results
fast documentation enabled by AI, driving greater operational efficiencies
