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AI phone agent: evaluation & implementation

Business question
Can all or part of inbound calls be handled by an AI phone agent, for which call reasons, with what level of quality and risk, and for what return on investment?
What's at stake
For a contact center taking 500,000 inbound calls a year, 200,000 of them on the simple call reasons in scope: $216k to $389k a year in handling cost avoided.
Data required
Call recordings and transcripts (representative sample), call reasons and outcome of each call, handle times and wait times, abandonment and callback rates, satisfaction scores by reason, contact center costs, scripts and business rules, volumes by time slot, follow-up contacts on other channels after the call.
Sample result
A data-driven decision brief: share of automatable calls by reason, dashboard of the tested agent's metrics (resolution without transfer, intent understanding, handle time, satisfaction, answer compliance), comparison with live-agent handling, business case (cost per contact, capacity freed up) and a phased rollout roadmap with go-live criteria.
Demo · 1 min
Case study

A services company facing call spikes and long wait times was considering an AI phone agent without knowing which call reasons to hand over to it or what quality to expect. The customer service leadership wanted a decision based on measurements, not on a sales demo.

We first analyzed 9,000 calls to classify call reasons, then identified the ones that are repetitive, low-risk and well documented. An AI agent was then configured for those reasons and tested on a sample of replayed real calls, then in a live pilot on 5% of traffic. Each call was evaluated on the same criteria as live agents: resolution without transfer, intent understanding, handle time, satisfaction and compliance with the rules.

The pilot showed that 38% of calls could be handled without a live agent, with equivalent satisfaction on the 4 simplest call reasons. It also showed that 3 sensitive reasons had to stay with humans. Leadership approved a rollout in waves, with cost per contact down 27% on the retained scope and quality thresholds to meet before each extension.

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