Multimodal AI Agents: Voice, Chat and Operation Control 24/7
Result
Lower cost of customer support
The situation before
A call centre is expensive to keep: a staff of operators, night shifts, software licences and constant training because of staff turnover.
At the same time customers were frustrated by waiting, and at night or at peak hours part of the requests simply stayed without an answer.
What we built
We built AI agents that answer by voice and in chat from the company's knowledge base: prices, terms, order status, instructions.
The agent handles the typical requests itself. A request it cannot close goes to an operator together with the whole conversation, so the customer does not repeat anything.
A supervisor sees all conversations and the operations the agents performed, and can step in or correct the agent's instructions at any moment.
What changed
Customers get an answer at any hour, and operators work only with the requests that really need a person.
The company stops depending on the number of operators on shift and on how fast new people can be trained.