The client has a call center with a high volume of calls. We created an AI Call center Agent that is able to listen and engage in conversation like a human, addressing caller inquiries and resolving issues on-the-fly by leveraging our internal knowledge base to retrieve relevant answers. Additionally, the AI Agent can provide status updates on orders by connecting seamlessly to the client’s ERP system
Challenge
The customer is running multiple applications for taking in food orders, but faces several challenges. For instance, some customers often have questions about their dietary needs and allergies. They want to know which ingredients are used in various menu items. Some customers prefer to place an order over the phone rather than through the app. Particularly when they are unable to access the app while being hospitalized.
Solution
To address this challenge, we propose a n AI Call center agent that leverages latest AI technology. Our software system takes incoming calls and utilizes speech-to-text (STT) capabilities to transcribe what the caller is saying. Next, our internal knowledge base is utilized in conjunction with Retrieval Augment Generation (RAG) tools for additional context. Additionally, databases and APIs are queried using specialized tools to gather relevant information.
Once the AI call center agent has generated an answer utilizing powerful Large Language Models (LLM), it is converted into audio format via text-to-speech (TTS) technology. Then it is sent to the phone as a voice message. Furthermore, our AI Agent can take on specific personas, voices, and dialects to enhance its conversational capabilities.
Result
The result is a seamless live talk experience, where our AI call center Agent takes charge of answering customer inquiries in real-time. What was previously directed to human call center agents can now be efficiently handled by the AI. This results in an impressive 90% reduction in incoming calls that require agent intervention. This shift enables a significant cost savings of 90%, allowing our client to scale their operations with a reduced workforce.
Technologies
Python, LLM
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