The Client Situation

Support teams faced long call-handling times, averaging six minutes per call. They sought a solution that could guide agents with next-step prompts and suggested questions to improve efficiency and customer experience.

Our Approach

3Point AI followed its proven AI Use Case Ideation methodology, leveraging its Gen-AI platform to crowdsource, prioritize, and evaluate AI opportunities. The workshops enabled the client to identify high-impact initiatives and develop a full solution design for their most valuable use case.

The Outcome

  • Delivered a solution design, business case, and ROI analysis.
  • Projected ROI of $25M over 4 years.
  • Reduced average handling time potential from 6 minutes to 3 minutes.

Why This Matters

This case showcases the tangible benefits of AI-driven support automation. Engaging early with 3Point AI helped the client uncover high-value use cases that improve efficiency, customer satisfaction, and overall ROI.

Case Study Profile

Client Type: Technology

Location: HQ in Bahrain, covering EMEA

Outcome Achieved: Working through our AI Use Case Workshop, Customer A identified 42 use cases across their portfolio. The top selected use case, Support Staff Assistant, has a Return on Investment (ROI) of $25M over 4 years. Implementing this AI solution will reduce average call handling time from 6 minutes to 3 minutes.

Timeline: End-to-end process took 3 months.

Key Result or Benefit: Full solution design and business case for Support Staff Assistant, plus a pipeline of 41 additional opportunities.

Consultants Involved: Mike Connaughton & Maarten Ectors