AI-led consumer-grade experience transformation
“Sometimes it took a solid 20 minutes just to get connected to an agent for a simple redemption request.”
— A frustrated returning customer
The breakthrough: bringing Agentic AI to the frontlines in transforming support. Restoring trust. Elevating loyalty.
When a global big tech leader needed to elevate customer experience and reduce service bottlenecks, Movate’s Agentic AI solution delivered transformational impact:
Winning loyalty at the speed of AI
Promptly addressing the needs of returning customers not only enhances their immediate experience but also reinforces lifetime loyalty and trust. To enable consistent, high-quality support at scale, Movate developed an Agentic AI solution that delivered measurable improvements in effectiveness, efficiency, and customer satisfaction.
The problem landscape
The loyalty imperative – why seamless support is the new competitive advantage
Customers are the heartbeat of any business — and today, they expect more than just service. They seek seamless experiences, personalized solutions, and partners who consistently deliver value. In this new era of heightened expectations, trust and loyalty aren’t built through transactions; they’re earned through meaningful, outcome-driven interactions. While digital transformation has empowered many forward-thinking brands, gaps still remain — value-added services beyond the happy path truly differentiates the leaders from the rest. These challenges are where many businesses falter, and where the battle for market share is quietly, but fiercely, fought.
Support at scale: the service challenge
Our client, a well-established big tech OEM, operates multiple lines of businesses that generate revenue through a diverse portfolio of products and services. However, the scale of their subscriber base placed mounting pressure on a lean support team. This imbalance led to growing service gaps – declining CSAT scores, inefficient resolution workflows, prolonged wait times, and inconsistent SLA adherence. Compounding the challenge were issues of physical card tampering and misuse resulting in failed redemptions, and unnecessary account suspensions – which eroded customer trust and loyalty.
Innovation applied: Movate’s AI blueprint
Movate engineered a cohesive, Agentic AI-driven solution that seamlessly spanned three of the client’s key lines of business. At its core was a universal conversational chatbot interface that consolidated all redemption-related requests — streamlining interactions across lobs into a single, intuitive experience.
To accelerate resolution and reduce customer effort, the solution was tightly integrated with Movate’s intelligent routing engine, which automatically initiated L2/L3 call flows when required. Most queries, however, were resolved instantly through the Agentic AI-led smart deflection, significantly minimizing transfers, lowering wait times, and enhancing responsiveness and customer purpose.
To address a growing issue of card misuse and tampering, the team augmented the solution with Microsoft Azure AI capabilities — including computer vision and cognitive services. This empowered systems to detect card damage, validate redemption codes, and intelligently interpret diverse card formats, eliminating fraud and seamless code processing in real time.
The Movate AI differentiator
Movate AI designed this Agentic AI solution to process consumer intent, act with context, anticipate customer needs, and drive resolutions with precision – all while preserving empathy and human touch through every interaction. With deep domain expertise, rapid deployment accelerators, and enterprise-grade integrations like Azure AI and cognitive services, Movate AI empowered this big tech business to transform support into a strategic differentiator – delivering faster, smarter, and more empathetic experiences at scale.
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