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Reducing Long Wait Times and Enhancing Customer Support with Amantra Agentic AI

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Our client, a leading service provider in the telecommunications industry, serves millions of customers across multiple regions. With a large customer base and diverse service portfolio, the company’s contact center was under constant pressure to manage high call volumes and deliver seamless customer experiences. Despite investing in traditional support solutions, the client continued to face long customer wait times, inconsistent support quality, and high operational costs.

The Challenge

The client’s customer support operations were under immense strain, impacting both customer experience and operational efficiency.

Key pain points included:

  • Long Wait Times: Customers waited several minutes before connecting with a live agent.

  • Inconsistent Support Quality: Agents provided varying responses due to limited access to unified knowledge.

  • Agent Burnout: High query volumes and repetitive tasks led to fatigue and reduced productivity.

  • Rising Operational Costs: Scaling the support team to meet demand proved unsustainable.

These challenges collectively resulted in declining customer satisfaction, loyalty, and brand reputation—prompting the need for an intelligent, scalable, and always-available support solution.

 

The Solution: Amantra Agentic AI

To address these challenges, the client partnered with Amantra to deploy Agentic AI-powered virtual agents that function as autonomous digital teammates, enhancing both efficiency and customer experience.

Key solution components included:

    • 24/7 Virtual Agents: Instantly handled high-volume, repetitive queries, reducing customer wait times to near zero.

    • Human-Like Conversations: NLP-driven interactions ensured natural, context-aware, and accurate communication.

    • Smart Escalation: Complex queries were intelligently routed to human agents with full context, minimizing handover friction.

    • Knowledge Base Integration: Centralized information access guaranteed consistent and reliable responses.

    • Analytics & Continuous Learning: Built-in learning loops analyzed conversations to continuously refine accuracy, tone, and resolution rates.

The Results

The client saw rapid improvements within weeks of implementation:
  • 60% Reduction in Customer Wait Times – Customers received instant resolutions.
  • 40% Lower Operational Costs – Fewer resources needed for repetitive tasks.
  • +35% Agent Productivity – Human agents focused on high-value, complex issues.
  • Higher CSAT Scores – Customers reported faster, more personalized support.
  • Improved Brand Loyalty – Faster service boosted trust and retention.

Why This Matters

By leveraging Amantra Agentic AI, the client transformed its customer support into a scalable, intelligent, and proactive service ecosystem. Long wait times and inconsistent experiences were replaced with instant, reliable, and customer-first support without inflating costs or overwhelming teams. Ready to eliminate wait times and elevate customer experiences? Let Amantra Agentic AI make it happen.