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Intelligence Built Right: End-to-end Automations for CX
Learn how AI voice agents handle 80 percent of contact center calls, act as the first line of support, and escalate only the most complex or emotional conversations.
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See how AI voice agents absorbed an urgent staffing gap, automated nearly 80 percent of calls, reduced handle time, and improved CSAT.
Overview
About this session
This session shows how AI voice agents and human teams work together to solve urgent, real-world contact center challenges. Faced with an immediate staffing gap, a benefits administration firm deployed AI voice agents to cover the shortfall. The AI absorbed call volume at scale, while human agents focused on complex and high-impact interactions. Automation reached nearly 80 percent, handle times dropped, customer satisfaction improved, and the operating model proved its value to leadership.
Key takeaways
What comes out of it
AI takes the front line fast. Voice agents went live in two days without emergency hiring
Automation scales with clarity. Call containment grew from 45 percent to nearly 80 percent in one week
Performance improves immediately. Average handle time dropped while CSAT increased through live surveys
Leadership confidence followed results. Clear impact validated AI as an operational solution
Humans focus where it matters. Agents moved away from repetitive calls to higher-value conversations
TranscriptRead the full session
Ali Merchant 00:00:00
They were a benefits administration firm. On a Friday, they came to us. They wanted to deploy it in two days. Monday, the AI agents were live. On a Friday, they reached out to us that we need a few, I think, close to 80 to 100 people. We said that we cannot get you, and they wanted to deploy it in two days. We said that we could not do it. We could not get those many people in two days, but use the platform. And they were always hesitant to do so. So they said that, Okay, let's go ahead and deploy it. So on a Friday, they came to us. They uploaded all the the training material they use for their human agents to be trained. Monday, the AI agents were live. Ai agents started taking calls. 45% of the calls on day one, they were able to manage. Then throughout the week, from live calls, they kept fine-tuning those AI agents. Just after five days on such a complex use case, they were automating close to 80% of the call. Their AHT obviously had dropped. Their CSATs were higher just within that one week because they had this active surveys that they were taking over the call.
Ali Merchant 00:00:00
In general, maybe they did not use to earlier, but now they were because they wanted to understand if their CSAT or their customer satisfaction was taking a hit. Life. The leadership was convinced that there is value in this. And more importantly, the human agents, they also saw the value. They now did not have to take care of repetitive, simple, query-based calls, but they could actually focus on the calls that really matter, where they would actually create value and have more satisfying jobs.
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