AI voice agent for inbound and outbound call automation
We built an AI voice agent that automatically handles 80% of over 200 daily calls, reducing call centre costs by 65% and delivering uninterrupted customer support around the clock.
65%
Reduction in call centre costs
24/7
Service availability
93%
Customer satisfaction
2.3sec
Average response time
The Challenge
The company was handling over 200 calls per day, relying entirely on human operators. Call centre costs were rising while service quality varied depending on the time of day and workload. Routine enquiries including shipment tracking, confirmations and status updates consumed the bulk of operators' time, leaving little capacity for complex cases that genuinely required human judgement.
Our Solution
We developed an AI voice agent with natural conversational logic and Bulgarian language recognition, integrated directly with the company's CRM system. The agent handles routine enquiries in real time, with no waiting and no fatigue-related errors. For more complex situations, it intelligently transfers the call to a human operator, passing the full conversation context so the customer never has to repeat themselves.
Technologies Used
“The voice agent completely changed how we serve our customers. Beyond the significant cost savings, people on the other end of the line get fast, accurate answers regardless of the time of day.”
Maria DimitrovaHead of Customer Operations
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