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Approach to AI
Our approach to AI is rooted in reality
At CSG, we don’t build AI for buzz or half-baked pilots. We build it to solve real problems.
How we use AI
We’ve spent decades helping brands make sense of customer experience chaos and simplify complex operations.
AI for customers
They see what matters to them: AI builds living customer profiles from every interaction. It makes every touchpoint feel personal and relevant.
They get help without repeating themselves: AI-powered agents understand the customer’s intent and route them quickly to the right resolution, preventing frustrating delays and handoffs.
They stay on track—even when things change: AI dynamically adjusts journeys based on real-time behavior to keep customers moving toward their goals.
They get the right message at the right moment: AI personalizes communications across channels, timing, and language—turning outreach into outcomes.
It works. Here’s the proof.
14X
faster billing issue resolution
34%
fewer agent transfers
from intelligent call routing
$2.5M
in annual savings
from smarter self-service
17%
drop in inbound contact
from proactive engagement
“AI is only valuable if it delivers real outcomes. At CSG, we use AI to close the gap between what brands promise and what customers experience.”
Katie Costanzo, CX President, CSG
Why is now the moment for AI?
Customer expectations evolve quickly.
People want personalization that’s actually helpful.
And businesses still can’t deliver it. They’re still bogged down by disconnected data, manual workflows, and fragmented channels.
Where CSG’s AI helps
It learns from what customers actually do—not what we assume they will.
We grow with you. Not past you.
Not every brand is ready to deploy agentic AI, and that’s okay. Whether you’re just starting to explore insights or ready for full automation, we meet you where you are.
“Our strategy is to first understand customer’s challenge, then apply the optimal technology, including agentic AI. This ensures we unlock a whole new level of value for our customers and stakeholders.”
Joe Wilson, Chief Information Officer, CSG
Three rules we live by
We start with real problems and build toward solving them. That’s our blueprint, and AI is a tool. As we use AI, we follow these three principles.
Improve the user’s day
If it doesn’t make a customer or employee experience easier, faster or more relevant, it’s not worth doing.
AI is only as smart as the data you give it
We start where others stop—synthesizing to billing, service and transactional data that hold real customer context, not just the surface-level signals from CRM or web tools.
Tie everything to outcomes
AI is an investment that demands results: higher conversion, lower cost, better retention.
Why trust us?
We’ve spent decades working with the data that drives your business.
It’s not the surface-level signals from CRM tools or websites.
It’s the billing, service and account data that reveal what customers actually do.
That’s our sweet spot.
“You can have the world’s most powerful AI system, and it will be ineffective if it’s trained on the wrong data. Where’s the real customer insight? It's in billing systems, service logs, transactional histories. CSG knows how to connect those dots.”
Chad Dunavant, EVP & Chief Product & Strategy Officer, CSG
Ready to connect?
We’re always on the lookout for great organizations to join or sponsor. Reach out to see if your organization might be a fit.
