JLL transforms support with an AI-ready CX foundation and increases productivity 8%

Redefining service delivery with cloud, AI and agent copilots  

A fire in the building. Residents trapped in an elevator. A ceiling collapse. Those are just a few of the many urgent reasons why clients might contact the APAC Service Center at JLL, a global end-to-end real estate services company. Those clients need immediate, accurate support to keep operations running and people safe. 

“Our priority is to ensure that every request is handled with speed and accuracy, especially in critical situations,” said Swaroop Subramanya Raj Urs, Global Tech Ops Service Centre Lead at JLL.

“Clients call us when something has gone wrong; sometimes it’s even life-threatening,” added Andy Youll, Ops Director, APAC Services Center at JLL, which provides 24/7 support for urgent and ongoing needs for the Work Dynamics and Facilities Management division. “We have to be fast, accurate and confident in every interaction.”  

JLL service agents must accurately route work orders to the appropriate vendor or contractor who can handle the request.  

“If my customer calls in and reports a problem, we need to ensure 100% of that information goes through to the vendor or contractor,” said Swaroop. “If that doesn’t happen, they might bring the wrong tools or not have the enough information to resolve the issue.” 

But the JLL contact center was operating on fragmented, on-premises systems spread across multiple vendors, which meant service agents had difficulty responding quickly and consistently. There were delays in urgent support and long resolution times. Plus, service agents often had to rely on manual processes and their own knowledge to assist clients in need.

Some JLL service centers across the Asia-Pacific region were on separate systems, which created operational complexity and limited the company’s global consistency.

Without a change, operational efficiency, customer satisfaction, employee experience and the company’s reputation could suffer. JLL knew it was time for a transformation.  The company issued an RFP process to analyze multiple vendors, with the goal of finding one that has a global presence and a single platform that could unify its disparate systems. JLL selected the Genesys Cloud™ platform because it offers a single platform for voice, email and digital channels. “The goal was to move away from fragmented systems and unify our operations under one global platform,” said Swaroop.

By moving to Genesys Cloud, JLL not only unified its global service operations, but it gave the company more flexibility to innovate. “This laid the foundation for us to bring AI into our service model in a meaningful way,” said Swaroop.

And with solutions like Genesys Cloud Agent Copilot and its auto-summarization capabilities, service agents at JLL are now equipped with real-time guidance. This helps to reduce manual effort and allows for faster, more accurate responses. 

As a result, service agent productivity improved by 7% and new service agent onboarding times have been cut from six weeks to two weeks.

Centralizing operations and supporting innovation

With support from integration partner Customer Science Group, JLL implemented Genesys Cloud in three months with minimal downtime. The real estate company estimates the projected year-on-year annual value of implementing the Genesys AI-enabled cloud platform will be approximately $500,000 in the next three to four years from the improved service agent productivity, reduced onboarding time and automation of after-call work. 

The transformation has also empowered service agents with remote and flexible working options, helping to improve overall service agent satisfaction and response time. 

“Genesys Cloud has given us the flexibility to deliver services from anywhere, without being tied to a physical location,” said Swaroop. 

The company’s move to a multi-region cloud architecture was about more than IT modernization; it was about building a more resilient model for delivering critical services. By reducing dependence on legacy on-premises infrastructure, JLL improved its ability to maintain continuity and respond quickly in moments when uptime, speed and accurate support matter most.

Transforming the service agent experience with copilots

Now that JLL has a strategic platform and foundation for AI, it’s seeing immediate value with Genesys Cloud Agent Copilot, built on AWS Bedrock, improving both the employee experience and operational efficiency. 

Service agents no longer have to rely on their memory or manually search through information to resolve issues. Because Genesys Cloud Agent Copilot listens to conversations in real time and instantly surfaces information, service agents can respond faster and with greater confidence.

“It’s too much for a service agent to try and remember everything,” said Youll. “Agent Copilot will pop up a suggestion live in front of them and the service agent can then give the best course of action to the client. Our service agents kind of feel like Agent Copilot is their buddy because it has the answers.” 

Since deploying Agent Copilot, JLL has seen about a 7% increase in interaction handling per service agent per day, which allows teams to operate at higher volumes. It has also experienced a 4% reduction in repeat interactions and significantly improved the accuracy of information passed along to vendors and contractors. JLL also saw an 11% year-over-year decrease in staffing requirements driven by the Agent Copilot implementation, which helped lower operational costs. 

Because Agent Copilot serves up auto-summarization and knowledge prompts to service agents, they can focus more on the customer conversation, instead of having to multitask with listening and notetaking. This also reduces errors and the need for callbacks to verify information or ask follow-up questions. And AI enables 100% call quality evaluations, which replaces manual quality assurance sampling.

From operational efficiency to autonomous service

JLL is looking to further scale how it uses AI in its operations in the future. The company plans to expand AI across the complete service lifecycle, including the ability to offer faster, always-on support while allowing its service agents to focus on more complex tasks. 

Running on AWS, Genesys Cloud gives JLL the reliability and global scalability needed to support remote teams and deliver consistent service across its worldwide operations—providing a strong foundation for this next phase of AI innovation.

With its AI foundation in place, JLL also plans to implement virtual agents and integrate Genesys Cloud with multiple CRM systems to give service agents a more unified view and create a more connected flow of data, improving decision-making and consistency at scale.

“We’ve always answered calls. We want to be able to manage everything through one window and connect it to all our systems,” said Youll. “Now, with Copilot and AI, we’re moving toward a completely new service delivery model.”

What started as a move to simplify and unify service operations is now helping JLL build a more intelligent, AI-enabled model for service delivery — one that better equips service agents, improves consistency and positions the company for the next phase of innovation.

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