This case study describes how a global software, cloud, and AI leader modernized customer support for its gaming and consumer hardware divisions, where fragmented processes and weak data insights made it hard to meet rising omnichannel expectations. Brillio ran discovery with interviews and workshops involving 15+ stakeholders, benchmarked maturity with outside-in analysis, assessed 12 customer service workflows, and identified root causes with deep dives, then used a data-backed prioritization framework to select the top AI use cases and build an AI-first roadmap. The proposed blueprint combined intelligent self-service, real-time agent assist, and advanced knowledge effectiveness reporting, phased into quick wins versus longer-term “moonshot” ideas. Reported results included nearly 25% c

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