HUMAN RESOURCES

Reducing call-center handling time with AI

  • AI / ML
  • Document Processing
  • Workflow Automation
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  • −50%Average call duration

The challenge

Long and costly call center interactions due to manual search across multiple documents, leading to high average handling time and operator inefficiency.

Our approach

A smart Knowledge Base was built using Sophia, Aevoluta's AI model. Available operators retrieve immediate answers via chat during the call. Sophia provides source-based responses with highlighted document references and confidence levels, supporting faster and more reliable interactions.

The impact

−50%

Average call duration

Immediate information retrieval during live calls

Reduced operational costs linked to the call center

Enhanced customer service quality

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