CASE STUDY

AI assessment uncovers 45% savings for enterprise support center

A retailer unlocked 25–45% cost savings and improved support performance by optimizing existing AI platforms with a phased, outcome-driven roadmap.

BACKGROUND

A leading U.S. retailer set ambitious goals to improve support center efficiency, expand self-service, and increase agent productivity through AI. However, with significant investments already made across enterprise platforms, leadership needed a path that maximized existing technology rather than introducing new tools.

~2K store locations

~475K employees

THE CHALLENGE

Reframing AI ambitions around existing investments

The initial strategy focused on acquiring new AI platforms to accelerate innovation. Shifting budget constraints and governance priorities forced a pivot.

Leadership required a new approach that could deliver measurable outcomes quickly, align with existing systems, and avoid the cost and complexity of additional licensing and procurement cycles. The challenge was not access to technology, but how to extract greater value from what was already in place.

THE SOLUTION

A phased roadmap designed for measurable impact

TSG developed a structured, three-phase roadmap to operationalize AI across the support center using existing platforms such as Microsoft Copilot Studio, Google Vertex AI, and ServiceNow Now Assist.

The 12-month plan prioritized ten high-impact use cases, each tied to clear success metrics, dependencies, and risk controls. Rather than introducing new tools, the approach focused on optimizing current investments to accelerate time to value while maintaining cost discipline.

This strategy established a scalable foundation for AI adoption, enabling faster deployment, stronger governance, and sustainable growth.