Production is going on.
Accelerating Service Excellence with AI-Led Development
Enhancing agent efficiency and customer experience through intelligent, automated software delivery
Client
- Client
Challenge- Solution
- Impact
Client
A leading British multinational in home emergency repairs and improvement services operates across multiple countries, delivering round-the-clock support to its customers. To improve service delivery and agent productivity, the organization aimed to redesign its agent interface through an AI-driven software development lifecycle (SDLC). The goal was to enhance operational efficiency, reduce development timelines, and improve customer satisfaction by embedding intelligence, automation, and continuous optimization into every stage of the software development process.
Challenge
The client’s existing support interface and SDLC were heavily manual and siloed, creating inefficiencies across teams and limiting innovation. Disjointed systems hindered agent productivity, while customer insights were underutilized in shaping product features. Lack of automation in testing and deployment caused slow rollouts, and limited feedback loops between agents, customers, and developers resulted in suboptimal service features.
1
Fragmented agent interface restricting operational efficiency
2
Manual development and testing slowing down innovation cycles
3
Minimal use of customer data to identify real user pain points
4
Limited collaboration between agents, customers, and developers
5
Lack of automation in deployment and feedback processes
Solution
BCT deployed an AI-led SDLC framework to create a Unified Agent Interface, combining automation, intelligence, and iterative optimization. The solution leveraged AI and GenAI across every stage of development from gathering requirements to post-deployment monitoring, ensuring rapid delivery and higher accuracy in addressing customer and agent needs.
Key initiatives:
1
AI mined historical call logs, CRM data, and tickets to identify key user issues and feature needs.
2
GenAI auto-generated UI/UX layouts and accelerated frontend/backend development.
3
AI-driven testing generated test cases, automated regression testing, and enabled predictive rollout strategies.
4
Continuous monitoring analyzed agent behavior and customer feedback to enhance usability and performance.
5
Real-time feedback loops ensured faster refinements and better customer alignment.
Impact
The AI-powered approach enabled the client to achieve faster development cycles, better product relevance, and superior operational outcomes. Agents gained an intuitive interface that improved workflow speed and customer engagement. Automation and data intelligence significantly reduced manual dependency, enhanced release accuracy, and aligned digital initiatives with customer expectations.
1
35% faster SDLC cycles, accelerating innovation and rollouts
2
85% of features mapped directly from AI-derived insights
3
90% automated test coverage, improving quality and reducing defects
4
Enhanced agent empowerment through a unified, data-driven interface
5
Improved customer satisfaction with faster, more personalized service
By adopting BCT’s AI-led SDLC solution, the client achieved a unified, intelligent ecosystem that seamlessly connected agents, customers, and development teams. The automation of key SDLC stages from requirement gathering to post-launch optimization reduced cycle times, improved product quality, and elevated customer experience. The initiative empowered agents with data-driven tools and enabled the organization to deliver faster, smarter, and more customer-centric support at scale.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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