The Challenge
Our client, a growing travel agency in Montreal, was struggling with managing their increasing call volume. They faced issues such as:
- Long wait times for customers
- Inability to handle after-hours calls
- High operational costs for staffing
- Inconsistent customer service quality
Our Solution
Sonotech developed a comprehensive AI-powered call center solution, leveraging cutting-edge technologies:
ChatGPT API
Conversational AI
Whisper API
Speech Recognition
Implementation Process
Our team followed a structured approach to implement the solution:
- Integration of Twilio API for call handling and routing
- Implementation of Whisper API for accurate speech-to-text conversion
- Deployment of ChatGPT API for natural language processing and response generation
- Utilization of TTS API for converting AI-generated responses to speech
- Development of a custom workflow engine to manage call flow and decision-making
- Creation of a database to store customer information and call histories
- Implementation of an outbound calling system for follow-ups and reminders
- Rigorous testing and fine-tuning of the entire system
Results and Benefits
The implementation of our AI-powered call center solution resulted in:
- 24/7 availability, eliminating missed calls and improving customer satisfaction
- Reduction in average call handling time by 60%
- Cost savings of 70% compared to traditional staffing
- Increased capacity to handle 300% more calls
- Improved consistency in customer service quality
- Enhanced data collection and analysis for business insights
