The Project

The customer, a leading European internet service provider, sought to modernize its customer support operations and improve the overall customer experience. The existing system was difficult to maintain, user-unfriendly, and lacked scalability, necessitating a cutting-edge AI-driven solution.

Recognizing these challenges, our partner’s team developed a comprehensive suite of intelligent components:

1. AI-Driven Voice Navigation – To enhance customer support, they integrated voice recognition, interactive responses, and smart call routing. This not only optimized workflow efficiency but also made interactions more intuitive for users.
2. Real-Time Client Card Access – Upon receiving a call, the system instantly identifies the customer based on their phone number and presents the operator with a detailed client card, offering AI-driven insights about the nature of the call.
3. Efficient Task Management – The solution enables operators to create, delegate, and track tasks seamlessly, ensuring smooth collaboration across departments and improving operational efficiency.
4. Advanced Call Analytics – Beyond call recording, this system features in-depth analytics tools that assess employee performance, AI interactions, and key call metrics. These insights help businesses refine operations and enhance customer satisfaction.

As a result, the customer now has a robust, AI-powered solution that seamlessly integrates with their existing CRM and task management infrastructure, significantly enhancing their ability to resolve customer issues with efficiency and precision.

Technologies

React, Typescript, .Net, .Net WebAPI, PostgreSQL, Redis, Python, Tensorflow, Keras, Pytorch, NLTK, Pandas, Numpy, Flask.

Team

TM, 3 developers, 1 ML engineer