A global travel technology firm partnered with Coforge to transform its customer experience (CX) operations, which were hindered by outdated support tools, fragmented knowledge systems, and inefficient onboarding processes. These challenges impacted both agent performance and customer satisfaction.
Coforge implemented a GenAI-driven transformation strategy to enhance agent productivity, streamline knowledge access, and deliver real-time support. The solution modernized CX workflows through design thinking workshops, intelligent automation, and phased GenAI rollout—empowering agents with smarter tools and accelerating customer resolution journeys.
