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Transforming Retail Customer Support With Our AI Voice bot And Contact Centre

Our Client

The Challenges Our Client Faced

Our solution: Lola AI voice bot and AI contact centre

Results

Client comment

Our client

A mid-sized retail and e-commerce company.

The challenges our client faced

As customer demand surged, the client’s traditional support model could no longer keep pace. Long wait times, inconsistent service, and rising costs were damaging customer satisfaction and agent productivity.

The company faced:

Overloaded call centres, with poor response times due to overstretched human agents.
Inconsistent customer experiences across support agents.
High operational costs due to manual call handling.
Low agent morale and high attrition from repetitive workloads.
No real-time visibility of call performance or customer sentiment.

Our team recognised the need for a next-generation AI voice and contact centre strategy that could automate repetitive calls, improve response speed, and scale efficiently without increasing headcount.

Our solution: Lola AI voice bot and AI contact centre

The client partnered with us to deploy a two-layer voice AI solution combining Lola, our conversational AI voice bot, with an AI contact centre platform. This enabled end-to-end call automation and management

1. Lola – Our conversational voice bot

Our intelligent, multilingual AI Voice bot, Lola, was integrated across all inbound call channels. The Voice bot:

Handled high-volume customer queries such as order tracking, return requests, and FAQs in real time.
Connected to backend systems (CRM, order database) for real-time responses.
Enabled 24/7 voice support, reducing dependency on human agents.
Delivered consistent, human-like interactions and context retention.

Lola transformed customer support by automating high-volume interactions and delivering instant, accurate responses. Average response times dropped from 10 minutes to under one minute.

And by managing over 60% of inbound calls, Lola eased the workload of the human agents, allowing them to focus on complex cases. Its consistent, multilingual responses ensured uniform service quality across every interaction.

2. AI contact centre integration

We deployed an intelligent contact centre platform empowered by speech analytics and automation. The platform:

Automatically routed complex calls to the right human agents with full customer context, reducing handling time and improving first-call resolution.
Provided real-time transcription, emotion detection, and agent-assist recommendations, giving agents instant insights for faster, more empathetic responses.
Generated post-call summaries and automated CRM ticket creation to remove manual effort.
Offered live dashboards to give complete visibility of team performance, call patterns, and customer sentiment.

Using intelligent automation, the AI-powered contact centre enhanced efficiency and service quality. It elevated customer experience, boosted agent productivity, and created a data-driven, continuously improving support environment.

Results

The transformation delivered rapid, measurable outcomes across customer experience and operations:

CSAT improved from 45% to 87%, driven by faster responses and 24/7 availability.
Response times dropped from 10 minutes to under one minute.
Support costs were reduced by 40% through voice automation.
60% of inbound calls are now fully handled by Lola without human intervention.
Agent productivity increased by 35% as AI filtered and summarised calls.
Attrition fell by 25%, as repetitive work was eliminated.

Client comment

“Lola has transformed how we engage with our customers. Routine calls are handled instantly, freeing our agents to deliver real value. The AI contact centre gives us real-time insight, speed, and consistency we never had before.”

Head of Customer Experience