Driving Efficiency and Cost Savings Through Conversational AI for a Large Telecom Operator

Solution

Quantiphi developed a Generative AI-powered virtual agent using Dialogflow CX, seamlessly integrating it with the client’s existing contact center platform. This virtual agent was designed to handle and automate a wide range of customer queries across both chat and voice channels, significantly enhancing response accuracy and speed.

To ensure accountability and drive measurable results, Quantiphi adopted a unique outcome-based commercial model. Payments were directly tied to the continuous improvement and maintenance of containment rates, ensuring that the virtual agent not only met but sustained performance benchmarks over time. This model aligned incentives with the client’s goal of reducing contact center costs while enhancing customer experience.

Results

• Achieved record-breaking containment rates across both voice and chat channels
• The virtual agent successfully automated the majority of incoming queries, streamlining operations and improving efficiency on both chat and voice platforms