Voice agent for inbound call handling
Mogassam · Contact centre operations
Containment measured on eligible routine inbound calls: an enquiry completed without transfer to a person, recorded through the call-centre workflow.
- Client
- Mogassam
- Industry
- Contact centre operations
- Deployment status
- In production
Challenge
Inbound call volume meant routine enquiries occupied agents who were needed for the calls that genuinely required a person.
Solution
A voice agent that answers, understands the caller in their own dialect, and resolves the enquiry end to end — escalating to a person with the transcript attached, so the caller never repeats themselves. This engagement is the lineage VoiceINS was built from.
Our approach
A voice agent trained on the dialect callers actually speak, wired into the existing telephony and CRM so it can resolve an enquiry end to end — and hand a call to a person with the transcript attached when it cannot.
What this case does not show
The rate covers routine enquiries that were eligible for automation; calls outside that set are routed to a person by design and are not part of the measure.