Telecoms · Customer experience and revenue
AI voice agents for an SME telecoms business
Two AI voice agents for an SME telecoms business: one answering inbound calls for several companies, the other chasing failed direct debits and outstanding balances.
The challenge
The business runs several separate companies, each with its own inbound calls. More than one in five calls went unanswered, and the credit control team was chasing five-figure sums every month in failed direct debits and outstanding balances.
What we did
- An inbound AI voice agent for all the companies. It answers callers' questions and resolves what it can. Anything that needs a person goes to the right head office team.
- An outbound credit control agent for the same companies. It calls customers about failed direct debits and outstanding balances.
The result
Almost every call is now answered, and far more of the money owed is being recovered. Detailed figures are confidential.
Measured against the baseline
| Measure | Before | After |
|---|---|---|
| Calls answered | Under 80% | Virtually 100% |
| Money recovered | Five-figure sums chased every month | Significantly improved (figures confidential) |
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