Project Highlights
- Boosting agent productivity and client 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 client questions by providing accurate, comprehensive, and real-time information through an AI-driven knowledge base.
About Client
Our client is a client 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 client journeys that help brands achieve substantial growth through exceptional client experiences.
Client Challenges
Seeking technology solution to handle increasing call volume, agent inconsistencies, and cost pressures in client service operations
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 client 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 client 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 client interactions. That’s where TMA - a trusted software outsourcing partner, with 12-year expertise in AI development services can help.
Solutions
Smart AI-driven call center assistant solution
Real-time speech recognition. Our solution employs real-time audio streaming during voice calls. Utilizing a speech to text technology. It analyzes client’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 client 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 client 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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