An AI assistant that answers the phone, resolves routine requests, and passes the call to an operator without making you hang up
How we helped a 15-operator call center in northern Italy take repetitive customer care off their operators' shoulders, and stop making anyone wait in a queue.
Seven calls out of ten do not need a human; but humans answer them anyway
The client is a call center in northern Italy with 15 operators, specialized in the energy sector. Inbound calls are a mix: a small share are hot leads who want to sign a contract, but most are customer care requests; where is my case, when is the technician coming, how much will I pay this month, I got a strange email.
The problem was not complexity: it was volume. Most of these requests are resolved in thirty seconds by looking at the back-office system. But every call tied up an operator for two or three minutes between opening systems, searching, answering, and wrapping up.
At peak hours the wait queue grew, hot leads ended up stuck behind trivial requests, and after hours the calls were lost entirely.
A voice agent that does customer care; and when needed, passes the hot call to an operator
We put an AI voice assistant in to answer on the call center's main number. When a customer calls, the agent answers immediately with a natural voice in Italian, identifies the caller (from the number or a customer code), and understands what they need.
For routine requests it does everything on its own: it reads in real time from the back-office system the status of the case, the billing, the deadlines, the contract details. It answers, updates where authorized, and wraps up. A natural conversation; no voice menu "press 1 for…", no 1995 robocall.
The technical point that changes everything: when a human is needed, the agent does not say "we will call you back" and does not hang up. It transfers the call live. Same phone call, same customer on the line. The operator picks up and already has in front of them a summary of what was asked, what the AI answered, and where their input is needed. They do not start from scratch: they step in mid-conversation with the full context.
The call comes in normally on the call center's switchboard. No change of number, no app.
Existing switchboardNatural voice in Italian. The agent recognizes the customer from the calling number or, if needed, asks for a code.
0s of waitingFor routine requests: lookup in the back-office system, answer, an update where applicable, wrap-up. For out-of-scope requests: transfer to an operator.
Back-office lookupThe call is passed live to an available operator, with the conversation summary already visible on their record. No callback, no waiting, no explaining from the top.
With summaryat peak hours, after hours calls lost
always, day and night
It is not an IVR on steroids
The voice agent is a system built to handle complex inbound calls: not a disguised voice menu, not a chatbot with a microphone. It is designed to have a real conversation in energy-sector customer care.
Operators freed up, customers served right away, 24/7 coverage
The system is in production and handles most inbound requests on its own. Operators spend their time only on the conversations that need a real human; people with an actual problem or who want to sign. No customer is left waiting, not even after hours.
On the opposite front; the new leads coming in from advertising campaigns; we built a twin system for the same client: an AI voice agent that calls every lead back in 30 seconds, qualifies them over the phone, and passes operators only the leads ready to sign.
Other projects you might find interesting
Are your inbound calls clogging up your operators?
We will show you how it works on your specific case. 15 minutes, no commitment.
Book a free demo