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Scene to Believe partnered with iCXeed to enhance seasonal customer service with AI, analytics, and automation via Amazon Connect and AWS Bedrock.
Client: Scene to Believe
Industry: Retail, E-commerce
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Scene to Believe (STB) partnered with iCXeed to work smarter in managing seasonal retail customer service volumes by leveraging analytics, AI, and automation via Amazon Connect and AWS Bedrock. This enabled STB to better manage extreme seasonal ramps, delivering efficient, personalised, and scalable customer experiences across voice, email, and chat channels.
STB encounters massive spikes in customer service demand during the Christmas season, with a 35-fold increase in interactions. When they started their partnership with iCXeed, STB was experiencing overwhelming wait times, fragmented service channel experiences due to disparate systems and limited intelligence in their self-service capabilities. This led to prolonged stress and inefficiency for both customers and staff.
With always-on GenAI self-service, shorter queues, and better-equipped agents, Scene to Believe has more than doubled customer satisfaction
Freeing human elves to focus on high-value, emotionally sensitive, or complex cases during crunch periods.
Thanks to call deflection into chat and automation, and the ability to scale elastically instead of over-staffing for worst-case peaks.
Significantly reducing stress for families trying to manage bookings across hundreds of locations in the final days before Christmas.
"Our experience working with iCXeed has been really positive. Together, we're developing some exciting AI-driven innovations on the AWS platform that are helping us take customer experience to the next level."
Managing Director
Scene to Believe
