A leading telecommunications operator was handling millions of inbound customer service calls each month. Long wait times, inconsistent resolutions, and high agent turnover were eroding CSAT scores and increasing operational costs. We deployed an AI-powered conversational layer that handles tier-1 queries autonomously and intelligently routes complex calls to the right specialist.
The Challenge
The client's contact centre was overwhelmed: 60% of inbound volume consisted of repetitive queries — balance checks, plan information, basic troubleshooting — that required no specialist knowledge. Agent attrition was high due to repetitive work, and average handle time was increasing quarter-on-quarter. The business needed a solution that could scale without proportionally scaling headcount.
Our Solution
We designed and deployed a conversational AI system built on Claude, with a voice layer powered by a leading speech-to-text provider. The agent handles authentication, account lookups, and common queries end-to-end. For complex issues, it performs contextual handoff to a human agent — passing full conversation history so the customer never has to repeat themselves. The system integrates directly with the client's CRM and billing APIs.
Conversational Architecture
The AI agent was built with a multi-turn dialogue manager that maintains session state across authentication, query resolution, and handoff. We invested heavily in intent classification and entity extraction to handle the natural variation in how customers phrase the same underlying request.
CRM & API Integration
Real-time integration with the client's Salesforce CRM and billing APIs allows the agent to perform authenticated account lookups, check plan details, and initiate simple account changes — all within the conversation flow, without screen-switching or manual lookup by agents.
Human Handoff Design
The handoff experience was engineered as carefully as the AI conversation itself. When escalation is needed, the system generates a structured handoff note — summarising the customer's issue, what was attempted, and what the agent needs to do next — reducing warm-up time from minutes to seconds.
Technology Stack
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