Professional Service by consulting to improve AI enhancement for Aarenet AI Contact Center in 2026

The Challenge

Aarenet AG sought to enhance the AI capabilities of its Contact Center platform to better serve Southeast Asian operators. Key challenges included improving Vietnamese language intent recognition, reducing agent handle time through smarter call routing, and enabling local partners to self-serve AI model tuning without relying on the Swiss engineering team for every change.

Our Approach

• 01Conducted an AI maturity assessment of the existing Aarenet Contact Center deployment.
• 02Recommended and implemented a fine-tuned Vietnamese ASR/TTS pipeline optimized for telecom vocabulary.
• 03Redesigned the intent classification model using a hybrid approach: rule-based fallback + LLM-enhanced classification for edge cases.
• 04Built a local self-service AI tuning dashboard enabling Vietnamese operators to update bot flows without code.
• 05Delivered knowledge transfer sessions and documentation for Aarenet's local partner network.

Results

• Vietnamese intent recognition accuracy improved by 35% over the baseline generic model.
• Average agent handle time reduced by 28% due to smarter pre-routing and bot deflection.
• Local partners can now update 80% of bot scenarios independently via the tuning dashboard.
• Aarenet expanded its professional services program to other ASEAN markets based on this engagement model.