Key Result
65% call deflection, wait time under 30s
A major telecommunications provider was handling over 10,000 inbound calls per day. Average wait times had ballooned to 8 minutes, driving customer churn and damaging Net Promoter Scores across all service tiers.
Agent burnout and high turnover were compounding the problem — experienced agents were leaving, and new hires took months to reach full productivity. The top 15 call types were consuming 70% of agent time, despite being largely routine and repetitive.
The company needed an AI-powered voice solution that could handle these high-volume call intents instantly while providing a natural conversational experience and seamlessly routing complex queries to human agents.
AINinza built an AI voice agent capable of handling the top 15 call intents with natural language understanding. The system uses real-time intent classification to identify caller needs within the first few seconds of conversation, dramatically reducing resolution time.
Seamless handoff to human agents is triggered for complex queries, with full conversation context and intent history passed through. Multi-language support enables the voice agent to serve the telco's diverse customer base across multiple regions without additional agent staffing.
65%
Call Deflection
<30s
Average Wait Time
$1.2M
Annual Savings
3 weeks
5 weeks
3 weeks
3 weeks