Project Highlights
- Boosting agent productivity and customer satisfaction by applying Generative AI and LLM technology
- 30% reduction in the processing time for each call compared to traditional call center methods
- Standardizing responses to customer questions by providing accurate, comprehensive, and real-time information through an AI-driven knowledge base.
About Client
Our client is a customer service agency, which provides call center solutions for companies in different industries such as E-commerce, Retail, and Logistics. The company targets at creating transformative customer journeys that help brands achieve substantial growth through exceptional customer experiences.
Client Challenges
The client confronts challenges associated with a burgeoning call volume, escalating agent workload, and the need for consistent and efficient responses. Inconsistencies in agent replies and prolonged onboarding processes for new staff further complicate the situation.
Maintaining high customer satisfaction is crucial, but the client is also focused on optimizing costs by reducing the number of call center agents. The dynamic nature of the industry adds an additional layer of complexity, requiring adaptability in addressing evolving customer queries.
To overcome these challenges, the client seeks to implement a Smart Call Center Assistant Solution, leveraging Generative AI and Large Language Model (LLM) technology. The goal is to enhance agent productivity, streamline training processes, and provide real-time guidance to ensure standardized and high-quality customer interactions. That’s where TMA - a trusted software outsourcing partner, with 12-year expertise in AI development services can help.
Solutions
Real-time speech recognition. Our solution employs real-time audio streaming during voice calls. Utilizing a speech to text technology. It analyzes customer’s voices to understand their questions and then proposes corresponding answers from the AI-powered knowledge base.
AI-powered knowledge base. Leveraging OpenAI GPT models and LlamaIndex, our solution analyzes vast volumes of unstructured and structured data. It delivers precise, accurate, and concise information to customer queries, creating an intelligent knowledge base.
Benefits
With the work completed by TMA AI outsourcing service, the solution helped:
- Enhance agent productivity: Increase agent productivity with context-based suggestions and enable call center agents to respond quickly, ensuring consistency, accuracy, and superior customer interactions. When the solution is initially implemented, the average duration to process for each call is reduced 20% when compared to a traditional call center.
- Optimize resource: The number of call center agents is reduced by 20%, resulting in cost savings and increased operational efficiency.
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