Eir sees a 25% improvement in customer effort scores with Agent Copilot

A bold move toward customer-centric innovation 

In the hypercompetitive world of telecommunications, delivering a seamless, responsive customer experience is central to ensuring brand loyalty. Eir, Ireland’s leading telecommunications provider, recognized this priority and began a journey to modernize and transform its customer and agent experiences.  

The company is making significant progress. Agents are saving up to a minute per voice call and customer effort scores have improved by 25%. 

Eir had relied on the Genesys Engage platform for nearly 15 years when it opted to migrate to Genesys Cloud CX®, embracing its AI-driven capabilities to redefine its approach to customer interactions and improve its employee experience. The results? Using capabilities such as Agent Copilot and web messaging have helped Eir achieve faster resolution times, improve agent efficiency and gain a significant boost in customer satisfaction. 

Balancing stability with agility 

While Genesys Engage provided stability, Eir wanted the agility that a cloud-based customer experience (CX) platform provides. A cloud solution would better enable Eir to innovate and adapt to changing customer expectations. Additionally, as the company worked to expand its digital engagement channels, it needed a solution that could integrate telephony with social media, web messaging and AI-powered tools.  

“We wanted to be more agile — whether by routing customers differently or introducing new contact channels,” said John Connors, Director of Business Transformation at Eir. “And we want to provide customers with the same level of quality care in every channel, aiming to ensure first-contact resolution every time.” 

Eir also wanted to simplify the agent experience. This included reducing the number of systems agents need to access for customer interactions, providing them with real-time access to key insights and streamlining their after-call work.  

Ultimately, the goal was to unify the customer experience across all touchpoints while empowering agents with tools to deliver exceptional service. Moving to the Genesys Cloud platform marked a pivotal shift in enabling this.   

“It’s opened up a whole new world of communication for us,” added Connors. “Beyond telephony, we’ve introduced digital channels like social media and web messenger, along with the AI functionalities of Agent Copilot, including auto-summarization, knowledge-article summarization and smart wrap codes.” 

Efficiency gains also elevate satisfaction 

Implementing Genesys Cloud has enabled Eir to level up the experience it provides to its customers and employees. The company has streamlined journeys and improved access to channels and information.  

Customers can more easily contact Eir through their preferred channel — whether that’s the IVR, social media or web messaging — versus always having to call. Interactions are quickly and seamlessly routed to the right agent based on the customer- and agent-related insight available in Genesys Cloud. “We can now route customers based on the information we already have, which significantly enhances their journey,” added Connors. 

The benefits of this flexibility are reflected in customer success metrics. Eir has seen a 25% improvement in customer effort scores and an increase in positive feedback in post-interaction surveys. 

The transformation isn’t just benefiting customers; Eir agents are experiencing a profound shift in how they work that’s driving satisfaction. Along with improved routing, agents have access to a streamlined dashboard where they have one view of each customer’s entire history with Eir at their fingertips. This makes it easier for them to personalize interactions and provide faster and more empathic service.  

And using Genesys AI-driven Agent Copilot capabilities is proving to be a game-changer. Three key features are significantly improving agent efficiency and satisfaction.  

• Auto-summarization of notes: Previously, agents had to manually document notes during and after customer calls, a time-consuming process. With AI-powered summarization, notes are now generated within three to four seconds, allowing agents to focus on customer interactions rather than on administrative tasks. Once reviewed by the agents, the notes automatically save to the CRM system. 

• AI-driven knowledge article summaries: Instead of navigating multiple systems to find relevant information, agents now receive automated knowledge article suggestions and summaries during interactions — based on the real-time conversation they’re having with a customer. This enables agents to provide accurate responses without delay.

• Smart wrap-up codes: AI-generated wrap-up codes automatically categorize interactions, eliminating the need for agents to manually select and input them — further reducing call handling times. At the end of interactions, agents select the most appropriate recommended wrap-up code and save it, which stores it in the company database. 

 “The feedback from our agents has been overwhelmingly positive,” said Connors. “Especially for new hires, having AI-powered recommendations at their fingertips helps them ramp up faster and handle interactions with more confidence.” 

For agents in their first six months, Genesys Copilot will act as a real-time mentor, surfacing relevant articles and summarizing conversations, ensuring they have access to the most up-to-date information. This dramatically shortens the learning curve and enhances overall job satisfaction. 

Along with notable improvements in employee satisfaction, Agent Copilot has delivered measurable gains in productivity and operational efficiency to Eir.  

“Agents no longer need to manually take notes during calls or search for knowledge articles. Everything is presented to them instantly, improving both efficiency and accuracy,” added Connors. “The time savings for agents has been massive. We’ve seen a reduction of nearly one minute on voice interactions.” 

The future is continuous innovation 

As an early adopter of Agent Copilot Eir is not only gaining enhanced productivity and satisfaction, but also is building a competitive advantage through AI-driven customer engagement. “Not only has AI transformed our operations, but it’s also positioned us as a leader in customer experience innovation within Ireland,” said Connors.  

Looking ahead, Eir plans to build on these successes by further refining its AI-driven capabilities, optimizing customer interactions while continuously improving agent workflows. “Our transformation journey is rooted in simplicity: simplifying systems, empowering our teams and delivering seamless experiences for our customers,” concluded Connors. “And with Genesys Cloud, we’re achieving exactly that.” 

To learn more about the solutions featured in this case study, visit www.genesys.com.