Transforming inbound call routing and service efficiency with AI automation
Transforming inbound call routing and service efficiency with AI automation
Transforming inbound call routing and service efficiency with AI automation
Automaise deployed an AI Conversational Agent hosted on Microsoft Azure within the client's private cloud.
Client
Large regulated financial services and insurance group
Solutions
Industry
Insurance & Financial Services
Timeline
About the project:
This client is a large regulated financial services and insurance institution managing high inbound call volumes across multiple service teams. The organisation required an AI solution compliant with strict data privacy, cybersecurity and regulatory frameworks, including DORA, while also improving call routing accuracy and customer experience.
What we did:
Clients' Main Achievements using AI in Customer Service
90%+ intent classification accuracy in call routing
Significant reduction in call transfers
Improved first-contact efficiency
Faster issue resolution and higher customer satisfaction
Increased agent productivity
The challenge
The client faced several operational challenges:
Traditional IVR system failed to accurately route inbound calls, forcing customers to select generic options
Frequent call transfers increased operational costs and extended handling times
Customers expected faster, more personalised service
As a regulated institution, the client required enterprise-grade security and compliance with frameworks such as DORA
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise deployed an AI Conversational Agent hosted on Microsoft Azure within the client's private cloud
The agent classifies inbound calls and routes them to the appropriate service teams
Integration with Talkdesk CTI and Salesforce CRM automates call distribution and case creation
Microsoft Azure provides scalable AI infrastructure, enterprise-grade security and governance capabilities aligned with regulatory requirements
Impact:
90%+
intent classification accuracy in call routing
Improved
FCR and reduced call transfers
Higher
customer satisfaction and agent productivity
Client
Large regulated financial services and insurance group
Solutions
Industry
Insurance & Financial Services
Timeline
About the project:
This client is a large regulated financial services and insurance institution managing high inbound call volumes across multiple service teams. The organisation required an AI solution compliant with strict data privacy, cybersecurity and regulatory frameworks, including DORA, while also improving call routing accuracy and customer experience.
What we did:
Clients' Main Achievements using AI in Customer Service
90%+ intent classification accuracy in call routing
Significant reduction in call transfers
Improved first-contact efficiency
Faster issue resolution and higher customer satisfaction
Increased agent productivity
The challenge
The client faced several operational challenges:
Traditional IVR system failed to accurately route inbound calls, forcing customers to select generic options
Frequent call transfers increased operational costs and extended handling times
Customers expected faster, more personalised service
As a regulated institution, the client required enterprise-grade security and compliance with frameworks such as DORA
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise deployed an AI Conversational Agent hosted on Microsoft Azure within the client's private cloud
The agent classifies inbound calls and routes them to the appropriate service teams
Integration with Talkdesk CTI and Salesforce CRM automates call distribution and case creation
Microsoft Azure provides scalable AI infrastructure, enterprise-grade security and governance capabilities aligned with regulatory requirements
Impact:
90%+
intent classification accuracy in call routing
Improved
FCR and reduced call transfers
Higher
customer satisfaction and agent productivity
Client
Large regulated financial services and insurance group
Solutions
Industry
Insurance & Financial Services
Timeline
About the project:
This client is a large regulated financial services and insurance institution managing high inbound call volumes across multiple service teams. The organisation required an AI solution compliant with strict data privacy, cybersecurity and regulatory frameworks, including DORA, while also improving call routing accuracy and customer experience.
What we did:
Clients' Main Achievements using AI in Customer Service
90%+ intent classification accuracy in call routing
Significant reduction in call transfers
Improved first-contact efficiency
Faster issue resolution and higher customer satisfaction
Increased agent productivity
The challenge
The client faced several operational challenges:
Traditional IVR system failed to accurately route inbound calls, forcing customers to select generic options
Frequent call transfers increased operational costs and extended handling times
Customers expected faster, more personalised service
As a regulated institution, the client required enterprise-grade security and compliance with frameworks such as DORA
The solution
The client implemented Automaise's AI-driven automation solutions:
Automaise deployed an AI Conversational Agent hosted on Microsoft Azure within the client's private cloud
The agent classifies inbound calls and routes them to the appropriate service teams
Integration with Talkdesk CTI and Salesforce CRM automates call distribution and case creation
Microsoft Azure provides scalable AI infrastructure, enterprise-grade security and governance capabilities aligned with regulatory requirements
Impact:
90%+
intent classification accuracy in call routing
Improved
FCR and reduced call transfers
Higher
customer satisfaction and agent productivity
