Voice AI Assistance for a Contact Centre
Deploying conversational voice AI to handle routine inquiries and reduce wait times, with human escalation preserved.
Representative scenario based on the kinds of projects AWZ handles. Client names and proof are private. Targets are agreed and measured per project — published figures are not audited outcomes.
Representative client profile
Contact-centre client
Understanding the Problem
A contact centre faced high call volumes and long wait times, with growing cost pressure on staffing.
How We Solved It
We designed conversational voice agents that resolved common, low-risk inquiries (policy FAQs, status checks) and escalated to human agents for sensitive or complex topics.
What We Measure
These are the measures we would define and validate with the client. They are not published client results.
Routine-call handling
A portion of routine calls can be addressed by the agent; the exact fraction depends on call patterns and safety rules.
Wait time
Improves for calls the agent correctly resolves; not a fixed-percentage reduction across all queues.
Customer satisfaction
Must be measured per queue and channel; no transcript-level claims.
Cost per interaction
Assessed after measuring the mix of calls routed to AI versus human agents.
Technologies Used
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