Telco Deflects 55% of Calls with AI Voice Bots
Deploying multilingual AI voice and chat bots on Azure that handle balance, plan, recharge, and complaint queries 24/7 across voice, WhatsApp, and app channels.
Project Overview
The Challenge
Contact center volumes were straining a multi-language workforce, with long wait times and inconsistent quality.
- 1Rising call volumes pressuring multi-language agent base
- 2Long average wait times eroding customer experience
- 3Limited 24/7 service across digital channels
Our Solution
CloudGate built multilingual AI voice and chat bots grounded in the operator's product, pricing, and policy knowledge base.
- Multilingual voice and chat bots in 5 languages
- Direct integration with billing and provisioning systems for live transactions
- Seamless agent handoff with full context in Dynamics 365
The Results
- Achieved best-in-class CSAT scores for digital channels
Technologies Used
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