Customer service organisations are under pressure to resolve issues faster, handle rising volumes, and improve customer satisfaction without adding cost or complexity. This case study shows how one high‑volume service operation achieved exactly that by introducing AI-powered care automation.
The challenge: speed, scale, and friction
Before transformation, customers faced long queues and rigid IVR journeys just to get basic help. Agents were overloaded with repetitive requests, limiting their ability to focus on more complex or sensitive interactions.
Key challenges included:
- Customer wait times of up to 10 minutes
- An average handling time of 420 seconds
- High volumes of routine inquiries such as service status, billing, and installation questions
- Limited care capacity during demand spikes
The solution: conversational AI built for real operations
The organisation deployed OmniAgent, an AI-powered voice solution enabled by cxperts and built on Microsoft Azure AI and Azure OpenAI. Instead of forcing customers through menus, OmniAgent uses natural language to understand intent, resolve routine requests, and escalate complex cases to live agents with full context.
How the model works:
- Recognises customer intent through natural language understanding
- Authenticates users and accesses approved systems where required
- Resolves repeatable enquiries through conversational self‑service
- Escalates complex cases to human agents with full interaction history
- Uses reporting and interaction intelligence to continuously improve flows
The results: measurable and immediate impact
The shift to AI-powered care operations delivered significant operational and customer experience improvements.
Key outcomes included:
- 78% reduction in average handling time (from 420 seconds to 90 seconds)
- 120% increase in calls answered
- Zero wait time for eligible interactions
- 88% of customers rated their experience very highly
- 89% of customers found it easy to get the help they needed
Why this matters
This case study shows how AI can absorb routine demand, protect service quality, and give agents the time to focus on empathy and judgement.
Download the full case study to explore how AI-powered care operations can help you unlock speed, scale, and customer satisfaction without compromising the human experience.