AI Powered Customer Support Call Center
Context & Pain points
The client managed a fan club with 1,800 members but had no dedicated administration system. Support staff were overloaded, needing to remain continuously available to answer members' questions.
Client Objective
Build an AI powered customer support call center to automate responses, reduce staff workload and maintain reliable operation.
Solution
• We developed an AI call center that responds to member requests around the clock.
• Member details, ticket bookings and related data are stored and managed centrally, allowing the system to handle requests even when no call center staff are on duty.
Challenge
The team needed to clarify business requirements, maintain consistent data, and limit the impact on related features throughout development.
How We Solved It
• Fenix stayed in close contact with the client to make sure the requirements were fully understood.
• The project was delivered in manageable phases to keep the work organized and easier to control.
• Reviews and testing were carried out at each stage to identify issues early.
Scope
- Requirements analysis
- Design
- Development
- Unit testing
- Integration testing
- Bug fixes
- Deployment support
System Features
- Incoming call handling
- Speech recognition
- AI content analysis
- Customer information lookup
- Response generation
- Support history storage
Outcome
• The solution helped the client enter a new business area.
• Customer support staffing costs were reduced by 50%.
Testimonials
Hear from the clients who have worked with Fenix throughout their projects.
Our Work
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