in the high-volume world of bpo, every second counts. our objective was to create a tool that would act as a "co-pilot" for every agent, augmenting their abilities and automating the mundane parts of their job so they could focus on the customer.
Augmenting Human Agents with AI
we built a lightweight react application that ran alongside their main crm. using dialogflow and google cloud's speech-to-text api, the system listened to customer conversations in real-time. it automatically identified the customer's issue, pulled up relevant knowledge base articles, and pre-filled support tickets. for common issues, it even suggested step-by-step solutions for the agent to walk the customer through. this fusion of natural language understanding and workflow automation was the key to reducing handling time without sacrificing quality.
the ai assistant has become an indispensable part of our team. aht is down, csat is up, and our agents feel more empowered. it’s a clear win-win, and the roi was visible within months.
this project showcases the power of human-ai collaboration. instead of replacing agents, our solution augmented them, leading to significant improvements in both operational efficiency and customer satisfaction. it proved that the right ai tools can transform a cost center into a value driver.