Deploying AI Voicebot to handle 62% of contact centre volume in 90 days

Challenge

A 380-agent contact centre handled ~28k calls/day, 70% of them repeat questions (tariff checks, data-plan signup, password resets). New agents took 6 weeks to train and turnover ran at 55%/year. Meanwhile churn was high because agents had no time for real save-the-call conversations.

Solution

• 01Analysed 90 days of call logs and identified 11 intents covering 78% of volume.
• 02Deployed a Vietnamese voicebot on Cloudfon.ai, integrated via SIP through the existing Aarenet SBC — no PBX replacement.
• 03RAG against the internal knowledge base so the bot answers from the current policy version.
• 04Escalation logic: bot hands off to an agent on negative sentiment or out-of-scope intent.
• 05Real-time dashboard for team leads to track bot vs agent performance.

Outcome

• After 90 days: bot handled 62% of volume autonomously, bot CSAT 4.3/5 (agent 4.4/5).
• Agent headcount down 35%, reallocated to churn saves and outbound upsell.
• Cost per contact down 41%, system payback in 7 months.
• Bot runs 24/7 — solving the previously underserved overnight shift.