IGT Solutions

IGT Solutions is a cutting-edge customer experience (CX) firm that shapes and implements revolutionary experiences for leading global brands through digital technologies. By integrating Digital and Human Intelligence, IGT emerges as the preferred ally for overseeing comprehensive CX journeys within the Travel and High Growth Tech sectors. As the global landscape shifts towards digitalization, and achieving an omnichannel experience emerges as a critical success factor, IGT contends that the human element's significance will persist throughout the customer journey. Instead, there is a need to realign the human element towards cases demanding functional or technical expertise, social empathy, and higher-value services. This strategic focus ensures an enhanced customer experience while upholding cost efficiency. The dual dynamics of a growing digital shift and the sustained importance of human empathy have compelled contact centres to continually embrace new technologies such as AI/ML and RPA. In adapting to these changes, there is an evolution in the agent service delivery ecosystem. A recent study by AT Kearney indicates that AI and RPA have the potential to reduce the time spent by customer service agents on routine processes by up to 25 percent by 2020 and a substantial 40 per cent by 2027. This transformative shift means that agents can divert their attention to more value-driven tasks that demand human intelligence and decision-making skills, including upselling, cross-selling, and resolving complex queries. For those encountering concerns related to IGT Solutions , a platform for filing complaints is available. By raising an issue, individuals can tap into the support of a dedicated team of experts who will guide them through the process, ensuring their grievances are heard and appropriate actions are taken for a satisfactory resolution.