Voice assistant took over a Turkey-based manufacturer's entire call center

Starting point

We took over the entire call center of a Turkey-based manufacturer. For manufacturers, the phone line is the first point of contact in the after-sales experience: where-is-my-shipment questions, faulty product reports and information requests all land on the same line, and each requires a different process. When that line is limited to office hours, a customer calling in the evening or at the weekend has to wait until the next business day.

The company handed this line end to end to AvaritCall's voice assistant. Incoming calls are now answered not by a person but by the assistant: whatever time the customer calls, they get an answer immediately, the request is logged in the same conversation and the process starts without delay.

What the assistant does

The assistant picks up the call, understands why the customer is calling and follows a different path depending on the request:

• Shipment tracking: It looks up the status of the customer's shipment and tells them where it is.
• Faulty products: It routes defective or faulty products into the service process; the customer knows what to do before the call ends.
• Information: It answers questions and provides the information needed.
• Logging and process: It records the request and starts the relevant process.

All of this runs independently of office hours: at night and at weekends, the assistant answers just as fast as during the day.

Outcome

The call center now runs without interruption; the line is no longer tied to office hours. A customer calling at night or at the weekend is served at the same speed as during the day; nobody waits for the office to open.

Routine requests such as shipment queries, service routing, information and logging are completed without the team stepping in. Calls are now answered by the assistant, not a person; the team only deals with the conversations handed over to it.

What people still do

Answering calls and handling routine tasks is the assistant's job; when needed, it hands the conversation over to the team with full context. Call transcripts are logged in the panel and can be followed via push notifications in the iOS app; calendar and CRM integrations are connected per setup. In a manufacturing company, the following naturally stay with the team:

• Technical inspection of faulty products routed to service
• The repair, replacement or return decision
• Production planning and dealer discussions

The assistant's role is to bring the team requests that are already logged and started; the final decision is still made by a person. As in every case, pricing negotiations and complaint handling stay with the team.