Accelerating Customer Experience Through AI and Intelligent Automation

A large national service organisation engaged Terra Firma to deliver AI-enabled customer service and quality management initiatives. By combining program governance, project delivery, change management and adoption support, Terra Firma helped automate customer service processes, improve operational quality and position the client to realise expected savings of $4.4 million.
Situation

The client engaged Terra Firma to support the delivery of critical AI initiatives within a broader customer experience transformation program aimed to modernise customer service operations, improve the efficiency of business processes and support the achievement of strategic, operational and financial objectives.

Challenge

The client’s customer service function faced increasing cost pressures, ageing technology and highly manual business processes.

Existing customer-facing chat capabilities provided a static experience, required significant effort to maintain and offered limited support for more advanced, AI-enabled interactions. Quality management processes were also time-intensive and difficult to scale, limiting the organisation’s ability to consistently assess customer interactions, identify trends and support frontline performance.

The client required modern AI solutions that could reduce manual effort, improve service quality and generate measurable operational benefits.

Solution

Terra Firma provided program, project, change and adoption management services to deliver a suite of AI-enabled customer service solutions.

The solutions introduced intelligent chat and automated case creation, AI-supported quality management, and automated interaction summaries. Together, these capabilities reduced administrative effort, enabled quality reviews at scale and provided more consistent information to support operational decision-making.

Our Approach
  • Established program governance aligned with the client’s AI governance and strategic requirements.
  • Analysed expected benefits, delivery risks, dependencies and implementation considerations.
  • Coordinated business stakeholders, technical teams and technology vendors.
  • Facilitated requirements elicitation, solution design and configuration activities.
  • Redesigned business processes to incorporate AI-enabled workflows.
  • Conducted intent, performance and reasoning testing.
  • Developed knowledge management frameworks to support the new capabilities.
  • Completed change impact and readiness assessments.
  • Facilitated solution showcases and stakeholder engagement activities.
  • Developed learning needs assessments, training plans and adoption materials.
  • Delivered end-user training and supported transition to business-as-usual operations.
Outcomes

The implementation automated case creation and reduced the manual effort required to manage customer enquiries. AI-enabled quality management and interaction summaries also improved the consistency and scalability of quality reviews while reducing administrative effort for customer-facing teams.

The initiatives were positioned to deliver expected total savings of $4.4 million, including reduced customer contact costs, lower interaction-summary effort and decreased manual quality control activity.

The program also established a modern technology foundation that the client can build upon when extending its use of AI and introducing additional customer service capabilities.

Successful transformation depends on strong planning, coordination and delivery. Explore how Terra Firma’s Project Services help organisations turn complex initiatives into meaningful business outcomes.

More case studies

Future Ready Government: Building Digital Foundations for Tomorrow’s Communities

Future Ready Government: Building Digital Foundations for Tomorrow’s Communities

With climate resilience and digital transformation in mind, one council envisioned a smarter, more connected future for its community.
Faced with increasing demands for transparency, service excellence and climate resilience, a metropolitan council in Victoria embarked on a bold journey to modernise its digital landscape. With a newly appointed CEO championing customer-centricity and a community eager for smarter, greener services, the council partnered with Terra Firma to craft a future-ready ICT Strategy. The result? A transformative roadmap that empowers the council to deliver responsive, data-driven and sustainable services for years to come.

read more
Transforming Accessibility: A Digital Evolution in the Non-Profit Sector

Transforming Accessibility: A Digital Evolution in the Non-Profit Sector

What if every call for help could be answered faster, smarter, and more compassionately – no matter where it came from?
In 2016, a national not-for-profit organisation unified its national operations, bringing together previously separate territories under one domain. But behind the scenes, its contact centres remained fragmented – each using bespoke, disconnected systems that made it difficult to share information, respond quickly, or provide consistent support.
By 2021, the need for change was clear. The organisation set out to transform how it connected with people in need, whether they were seeking financial assistance, crisis support, housing or simply someone to talk to.

read more
Innovation in Action: A Council’s Digital Leap

Innovation in Action: A Council’s Digital Leap

In a world of accelerating change, one council chose to lead with purpose – through innovation, sustainability, and capability.
Faced with the dual pressures of climate resilience and digital disruption, a local government recognised the need to evolve. The goal was clear: cultivate innovation, sustainability, and capability across council. Terra Firma partnered with the council to co-create a transformative digital strategy, one that would empower staff, engage the community and build a dynamic ecosystem for future solutions.

read more
Secret Link