A Gulf telecom operator - Conversational voice AI
Telecommunications · Gulf
The shape of this problem
The answer exists and nobody can find it
The problem
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.
What we built
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.
What moved
| Measure | Before | After |
|---|---|---|
| Average time to complete an authenticated account or billing enquiry | 6.2 minutes | 94 seconds |
| Conversations completed without an agent | not measured | 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
The ring is the whole of that measure. The grey arc is the other 29%.
Figures are drawn from the practice's own delivery records for the engagement named, measured against the process that preceded it. They have not been through third-party audit, and none is presented as an average across clients.
What it turned on
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.
- Service line
- 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.
Start here
Which of the four is yours?
Tell us the documents and the monthly volume and we will send the two closest records, with the proof behind each and the honest note where the match is partial.
You get a reply within one working day, from the engineer who would do the work - not a sales sequence.