Sutherland Transforms Customer Experiences with AI Solutions
ROCHESTER, N.Y., July 29, 2025 – Sutherland, a leading company in business and digital transformation, is changing how businesses operate by seamlessly blending human expertise with artificial intelligence. Their innovative Agentic AI solutions are now enhancing operations for many top global brands.
This advanced AI technology is more than just automating tasks; it aims to solve real business challenges. By fusing human judgment with smart automation, Sutherland helps businesses create secure and flexible digital experiences tailored to their needs.
Many well-known media and telecom companies are already seeing positive results from these implementations, which are among the most advanced uses of Agentic AI. As companies strive to reduce costs while maintaining customer satisfaction without increasing staff, Sutherland offers an effective solution.
Their platform connects a network of specialized AI agents ready to adapt to business demands. These agents manage tasks like real-time translation, fraud detection, and analyzing interactions, allowing companies to act quickly and achieve better outcomes.
Doug Gilbert, Sutherland’s Chief Information Officer and Chief Digital Officer, emphasized, “Our vision for Agentic AI is rooted in collaboration – not just automation. We’ve created intelligent agents that learn and evolve with humans to tackle complex challenges, such as compliance and customer support.”
Real-World Success Stories
Streaming Service Enhances Customer Service with AI Collaboration
A major global streaming platform has adopted Sutherland’s Agentic AI to boost both digital and live customer interactions. The AI works alongside human agents in real time, analyzing inquiries, retrieving relevant answers from a large database, and even suggesting responses. This synergy leads to quicker support and a better experience for all involved.
Notable improvements include:
- A 35% reduction in average handling time
- A 6% increase in response accuracy
- Automatic summarization of documents for real-time assistance
- Smooth transitions between AI and human agents
- Ongoing coaching through live performance feedback
- Personalized customer recommendations, potentially saving customers up to 15% on subscription upgrades
Telecom Provider Safeguards Customer Data with AI, No Code Changes Needed
When new FCC regulations required better protection for sensitive customer information, a top U.S. telecom provider turned to Sutherland’s Agentic AI. The solution was implemented swiftly across 27 legacy systems and 126,000 agents without disrupting daily operations.
The PCI-compliant AI agents effortlessly identify and eliminate sensitive information from calls, chats, transcripts, and recordings while processing real-time interactions. This approach not only ensures compliance but also assists in:
- Immediate fraud detection and secure payment processing
- Detailed post-call interaction analysis with clear audit trails
- Integration of all communication channels—voice, email, chat, social media, and SMS—into a single recording platform
Sutherland’s Agentic AI is making a significant impact across industries, from media and telecom to healthcare and logistics. By merging powerful AI tools with automation and human insight, Sutherland is helping businesses remain compliant and achieve lasting changes.
About Sutherland
For businesses today, success hinges on mastering artificial intelligence, automation, cloud engineering, and advanced analytics. This is where Sutherland shines. Working with iconic global brands, Sutherland offers unmatched value through cutting-edge technologies and business process improvement. At the core of their approach is Digital Engineering, which supports innovation and scalable business transformation. With over 200 unique inventions backed by various patents in AI and other emerging technologies, Sutherland is dedicated to driving meaningful digital transformation, optimizing operations, and crafting exceptional experiences for every client and their customers.
For more information, please contact: mediarelations@sutherlandglobal.com
