Fonterra’s AI powered journey to streamlined customer service

SES2441

The Fonterra Global Services Operations (GSO) team encountered operational inefficiencies, including the manual triage of 1,500 cases received daily across various channels. With the power of ServiceNow® Customer Service Management (CSM) and Task Intelligence, the Fonterra team successfully automated 80% of the case triage process, giving agents more time to focus on higher value tasks and identify process improvements. This achievement underscores the significance of collaboration across the Fonterra GSO team, their stakeholders, and ServiceNow.

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