Overview
Elisa, a leading telecommunications provider, collaborated with Banao Technologies to build an AI-driven callbot and automation system. The goal was to handle an unprecedented surge in customer requests efficiently during a national crisis, ensuring uninterrupted service, faster response times, and reduced dependency on manual agents.
Industry
TelecommunicationsBusiness type
Telecom Service Provider
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Impact After Launch
After deployment, Elisa saw dramatic improvements in its customer support efficiency. The AI callbot managed tens of thousands of incoming calls daily, reducing waiting times and agent load. The solution empowered Elisa to adapt quickly during a crisis, turning a slow legacy system into an agile, data-driven operation.
Key outcomes after deployment
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customer queries handled autonomously by AI callbot,
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reduction in average customer waiting time, and
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increase in service efficiency through automation.
Challenge
During a sudden national crisis, Elisa faced an overwhelming surge in customer service requests. Their existing systems lacked the agility to scale up, resulting in long wait times and operational strain. The company needed an intelligent, automated solution capable of handling high call volumes without sacrificing service quality.
Our Solution
Banao Technologies engineered an AI-powered callbot integrated with Elisa’s CRM and support systems. The callbot could understand natural speech, respond to frequently asked questions, route complex queries to live agents, and continuously learn from past interactions to improve response accuracy and efficiency.
Features Implemented:
- AI-driven voice callbot with natural language understanding
- Real-time CRM integration for dynamic query resolution
- Automated call routing and escalation handling
- Self-learning AI models to enhance accuracy over time
Key Features Implemented
A robust AI system built to automate, scale, and personalize telecom customer interactions in real time.
Natural Language Callbot
Understands and processes thousands of real-time customer conversations simultaneously.
Smart Query Routing
Automatically classifies and forwards complex queries to the right department or human agent.
Scalable Cloud Architecture
Built to scale rapidly during high-demand situations without compromising system performance.
Continuous Learning System
Uses real interaction data to enhance accuracy and response quality automatically.
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Frequently Asked Questions
How many calls can the AI callbot handle daily?
The system successfully handled over 8,500+ calls per day during peak crisis periods.
What accuracy levels were achieved?
The AI model achieved an 87% accuracy rate in intent recognition after initial training cycles.
Did it reduce customer waiting times?
Yes, the callbot reduced waiting times by over 70%, freeing human agents for high-priority cases.
Can this solution be scaled across departments?
Absolutely. The modular architecture allows scaling to multiple departments and additional languages.