I work with customer support, contact centre, BPO, and operations leaders to identify avoidable friction, improve service workflows, and decide where AI can help. You get a clearer view of the problem and a practical plan for what to improve first.
A clear route to improvement
Identify where service, handoffs, or everyday work breaks down.
Focus on changes that are useful, achievable, and proportionate to risk.
Set practical next steps, owners, and measures of progress.
People, process, data, and AI. Choose the right mix for the business need, not automation for its own sake.
Abhishek Shukla
Founder at SPS Nexus Tech
Customer Experience and AI Consultant
Who this helps
This work is designed for customer experience, contact centre, BPO, and operations teams facing practical service or workflow challenges.
Repeat customer contacts, avoidable escalations, or inconsistent service
Manual tasks, unclear handoffs, and workflows that depend on workarounds
Limited visibility into service quality, workload, or operating performance
Pressure to adopt AI without a clear use case or readiness plan
Partnership opportunity
SPS Nexus Tech is exploring partnerships with call centre operators, BPO companies, and technology providers to shape and validate practical AI-enabled customer support. The goal is to combine operational experience, human expertise, and appropriate AI in ways that can be tested and measured.
Phase 1
Support human agents
Evaluate AI assistance for knowledge access, response drafting, and routine agent tasks while people remain in control.
Phase 2
Improve context and handoffs
Explore ways to preserve conversation context and give human agents a clearer summary when a case needs attention.
Phase 3
Automate suitable routine tasks
Consider higher automation only for appropriate interactions, with quality checks and a clear path to human support.
This is a proposed direction to evaluate with partners, not a claim that a finished AI call centre product is already available. Scope, capability, and readiness would need to be validated before a pilot.
Business services
Whether the challenge is rising repeat contacts, inconsistent service, manual work, or uncertainty about AI, the first step is to understand the causes and agree what is worth improving.
Find where customers repeat themselves, cases escalate, or teams lose time during handoffs. Turn those friction points into practical service improvements.
Potential deliverables
Prioritize AI use cases by business value, readiness, data quality, risk, and the need for human judgement. Avoid investing in automation before the workflow is ready.
Potential deliverables
Reduce avoidable complexity by clarifying workflows, role ownership, standard operating practices, and performance measures.
Potential deliverables
Scope and deliverables are agreed after an initial discussion. Recommendations are tailored to the information available; specific financial or operational outcomes are not guaranteed.
Explore a specific challenge
Explore a service in more detail, including the questions to consider and the work an initial review may cover.
Customer journeys, repeat contacts, service quality, and operational friction.
Explore CX servicesWorkflows, agent enablement, quality, performance, and potential partnerships.
Explore BPO servicesUse-case fit, data readiness, privacy, human oversight, and pilot planning.
Explore AI readinessHow it works
We will discuss your current process, what is not working, what you have already tried, and what a useful result would look like. From there, we can determine whether a short assessment, process improvement, or AI readiness review is the right next step.
Discuss your challengeClarify the business goal, affected teams and customers, current constraints, and how progress will be evaluated.
Review workflows, team input, and available evidence before recommending a process change or technology.
Agree on the first priorities, responsible owners, success measures, and a realistic way to test improvements.
A grounded approach
Recommendations fit your customer experience, operating model, constraints, and priorities.
Protect service quality, customer trust, privacy, and human judgement when considering AI.
Agree on a baseline and track relevant measures before expanding a change or investment.
Your point of contact
Founder, SPS Nexus Tech | CX & AI Leader
I bring together customer experience, service operations, process improvement, data, and practical AI to help teams make informed decisions. The focus is always on business needs, people, and changes that can be tested and measured.
Location
Delhi, India (Global Remote)
Phone
+91 8860220070
Business enquiries
abhishek@iabhishekshukla.com
Start a conversation
Briefly describe your challenge and the outcome you are aiming for. We can discuss whether a focused assessment, workflow improvement, or AI readiness review is the most useful next step.
Email directly
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