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On-demand Services · AI Call Intelligence

Scaling a contact center with AI call intelligence

Industry
On-demand Services
Services
AI Call Intelligence, Voice AI
Engagement type
Contact Center AI Suite Deployment
AI Contact Center Scaling
Note: this is an illustrative example write-up, not a confirmed published case study. Replace with a real client engagement (with permission) before publishing.

The Challenge

An on-demand service platform experienced rapid customer expansion that overwhelmed its customer support center. High call volumes led to long wait times, agent burnout, and inconsistent quality scores. The platform needed an intelligent solution to handle routine inquiries autonomously while giving live agents real-time context and guidance during complex customer interactions.

The Approach

DevsTek integrated the AI-Powered Call Intelligence Suite into the client's Telephony and CRM infrastructure. Natural-sounding conversational voice agents were deployed for tier-1 support tasks like booking status, cancellations, and billing queries. For tier-2 calls, real-time speech analytics provided human agents with instant sentiment tracking, automated knowledge base surface suggestions, and post-call summary generation.

The Results

  • 45% of incoming call volume resolved by Conversational Voice AI without agent transfer
  • Average handle time (AHT) for live agents reduced by 2.4 minutes per call
  • Customer CSAT scores increased by 28% within 90 days of deployment
Services used
AI Call Intelligence AI & Machine Learning Custom Engineering
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