Deploying AI Voicebot to handle 62% of contact centre volume in 90 days
Vietnamese voicebot deflects 62% of tariff-enquiry and plan-signup calls — agents focus on churn saves and upsell, CSAT up 14 points.
Challenge → Solution → Outcome
Step-by-step view of how we moved from the brief to the outcome.
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.
Problem. Solution. Result.
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.
- 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.
- 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.
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.
Measurable shift
Inside the engagement
We were skeptical about Vietnamese voice AI — accents, slang, mid-call topic switches. The team ran weekly listening sessions on real recordings until the bot stopped sounding like a bot. By month three, customers were thanking it.
