Our Client
A mid-sized retail and ecommerce company.
Challenges
The challenges our client faced
As customer demand surged, the client’s traditional support model could no longer keep pace. Long wait times, inconsistent service, and rising costs were damaging customer satisfaction and agent productivity.The company faced:
- Overloaded call centres, with poor response times due to overstretched human agents.
- Inconsistent customer experiences across support agents.
- High operational costs due to manual call handling.
- Low agent morale and high attrition from repetitive workloads.
- No real-time visibility of call performance or customer sentiment.
Our team recognised the need for a next-generation Ai voice and contact centre strategy that could automate repetitive calls, improve response speed, and scale efficiently without increasing headcount.
Solution
Lola Ai voice bot and Ai contact centre
Lola – Our conversational voice bot
Our intelligent, multilingual Ai Voice bot, Lola, was integrated across all inbound call channels. The Voice bot:
Customer Queries
Handled high-volume customer queries such as order tracking, return requests, and FAQs in real time.
Integrations
Connected to backend systems (CRM, order database) for real-time responses.
Voice Support
Enabled 24/7 voice support, reducing dependency on human agents.
Contextualisation
Delivered consistent, natural interactions and context retention
Ai contact centre integration
We deployed an intelligent contact centre platform empowered by speech analytics and automation. The platform:
Call Routing
Automatically routed complex calls to the right human agents with full customer context, reducing handling time and improving first-call resolution.
Sentiment Analysis
Provided real-time transcription, emotion detection, and agent-assist recommendations, giving agents instant insights for faster, more empathetic responses.
Automation
Generated post-call summaries and automated CRM ticket creation to remove manual effort.
Dashboards
Offered live dashboards to give complete visibility of team performance, call patterns, and customer sentiment.
Result
The transformation delivered rapid, measurable outcomes across customer experience and operations:
- CSAT improved from 45% to 87%, driven by faster responses and 24/7 availability.
- Response times dropped from 10 minutes to under one minute.
- Support costs were reduced by 40% through voice automation.
- 60% of inbound calls are now fully handled by Lola without human intervention.
- Agent productivity increased by 35% as Ai filtered and summarised calls.
- Attrition fell by 25%, as repetitive work was eliminated.
Using intelligent automation, the Ai-powered contact centre enhanced efficiency and service quality. It elevated customer experience, boosted agent productivity, and created a data-driven, continuously improving support environment.
Results
The transformation delivered rapid, measurable outcomes across customer experience and operations
40%
Op Expense
Support costs were reduced by 40% through voice automation
60%
Efficiency Gain
60% of inbound calls are now fully handled by Lola without human intervention
35%
Productivity
Agent productivity increased by 35% as Ai filtered and summarized calls.
25%
Attrition
Attrition fell by 25%, as repetitive work was eliminated
“Lola has transformed how we engage with our customers. Routine calls are handled instantly, freeing our agents to deliver real value. The Ai contact centre gives us real-time insight, speed, and consistency we never had before.”
Head of Customer Experience
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