A Gulf telecom operator - Conversational voice AI
Telecommunications · Gulf
شكل هذه المشكلة
The answer exists and nobody can find it
المشكلة
Customers needed natural voice support across account, billing, usage, package, and sales journeys. Voice is unforgiving here in a way text is not: these journeys cross an authentication boundary, involve numbers that are easily misheard, and are usually attempted while the customer is doing something else. A menu-driven line handles none of that well, and demand scaled directly into agent minutes because every routine balance or package question still reached a person.
ما بنيناه
We built the service on Gemini Live and Twilio for phone and browser conversation, with separate pre- and post-authentication states, spoken number confirmation, security questions, and business tools wired into the flow.
ما تغيّر
| المقياس | قبل | بعد |
|---|---|---|
| Average time to complete an authenticated account or billing enquiry | 6.2 minutes | 94 seconds |
| Conversations completed without an agent | غير مقيس | 71% |
| Spoken account and phone numbers captured correctly | 84% first-pass | 98.6% after confirmation |
Average time to complete an authenticated account or billing enquiry
Conversations completed without an agent
71%
Conversations completed without an agent
الحلقة هي كامل ذلك القياس. والقوس الرمادي هو الـ 29% المتبقية.
الأرقام مأخوذة من سجلات التنفيذ الخاصة بالممارسة للمشروع المذكور، ومقيسة مقابل العملية التي سبقته. ولم تخضع لتدقيق طرف ثالث، ولا يُعرض أي منها كمتوسط بين عملاء.
ما توقّف عليه
A voice agent is judged in the spaces between answers - interruptions, silence, misheard digits, changes of intent - so turn management and graceful recovery were treated as core product behaviour rather than polish. Human agents were left with fewer basic requests and a more structured set of exceptions to review.
- خط الخدمة
- Service & Conversation AI
This is the most crowded line in the market - every competitor sells a chatbot. Lead with the traceability and the QA coverage, which most of them cannot do, rather than with the assistant itself.
ابدأ من هنا
أيّ الأربعة هو مشكلتكم؟
أخبرونا بالمستندات والحجم الشهري وسنرسل أقرب سجلّين، مع الدليل وراء كل منهما والملاحظة الصريحة حيث تكون المطابقة جزئية.
يصلك الرد في غضون يوم عمل واحد، من المهندس الذي سينفّذ العمل - لا من سلسلة رسائل تسويقية.