Challenge

A leading telecom operator in Colombia, the country's largest, was grappling with major inefficiencies in its contact center. With over 1 million calls processed monthly, the operator faced significant challenges:

• Misrouted calls: 40% of calls were directed to the wrong departments, with 80% mistakenly sent to ‘Home Services.’ This resulted in frustrated customers, longer wait times, and increased call handling costs.

• High Call volumes: The volume of calls frequently led to call blocks and drop-offs, exacerbating the customer experience and increasing call abandonment rates.

The telecom operator needed a solution that could improve call routing accuracy, optimize resource allocation, and reduce operational costs while improving overall customer satisfaction.

Solution

Sense AI, an AI-powered call routing solution, was implemented to optimize the telecom operator’s contact center operations. The solution was designed to address key issues by enhancing call routing accuracy and providing dynamic resource management:

AI-Powered call routing: Sense AI leverages natural language processing (NLP) and predefined data triggers to analyze customer queries in real-time. This intelligent system routes calls to the correct department, ensuring 98% accuracy and significantly reducing misrouted calls from 40% to just 2%. By understanding the customer's needs, the system provides an efficient and seamless experience right from the start.

Resource optimization and load balancing: The AI-powered solution dynamically adjusts staffing levels based on call volume and complexity, ensuring agents are allocated efficiently. This real-time resource optimization led to a 10% reduction in operational expenses (Opex) by avoiding overstaffing and idle time while maintaining high service quality.

Real-time monitoring and automated responses: With continuous real-time monitoring, Sense AI dynamically adjusts routing to prevent call blocks and abandonment, reducing drop-offs by 20%. Additionally, AI-powered automated responses handle routine queries through chatbots or interactive voice response (IVR) systems, alleviating pressure on live agents and improving the speed of service.

Scalability for high call volumes: The cloud-based infrastructure of Sense AI ensures scalability, effortlessly handling over 1 million calls per month. By utilizing predictive analytics and load balancing, the system adapts to peak call volumes without performance degradation, ensuring that customers are served efficiently even during high-demand periods.

Data-driven insights for continuous improvement: Sense AI provides comprehensive analytics and reporting, offering real-time insights into call patterns, resource utilization, and system performance. This data empowers the telecom operator to continuously refine the solution, optimizing operational efficiency and customer experience over time.

Impact

The implementation of Sense AI resulted in transformative improvements in contact center efficiency and customer satisfaction:

• 98% call routing accuracy (Misrouting was reduced from 40% to just 2%)

• 10% reduction in operational expenses

• 20% reduction in call blocks and abandonment

• 1 million calls processed monthly

By deploying Sense AI, the telecom operator optimized its contact center operations, enhancing the customer experience with faster, more accurate call routing, reduced wait times, and a more responsive service. This AI-powered solution drove both cost savings and a superior, seamless experience for customers.