API Integration Data Migration Enterprise System Development IT Consulting System Development

Call Center System

Client: Event merchandise and services company
Duration: 4 months
Team Size: 13 man/month Offshore development team comprising a project manager, bridge engineers, developers, testers and a designer
Technology: 3CX, CFD (C+++), JavaScript, OpenAI API, PHP, Python

Context & Pain points

Alongside online ticket sales, the client wanted a telephone booking service. Keeping staff continuously available to answer calls and assist customers, however, required significant staffing and operating costs.

Client Objective

Build an AI powered call center that understands and responds to callers, reduces staffing costs and can scale as demand grows.

Solution

• We used speech-processing technologies to analyze spoken input and convert it into text for natural language processing.
• AI then analyzed the results and consulted system data to generate responses for callers.
• We automated the recording and processing of the analyzed data.

Challenge

The team needed to thoroughly assess the latency, accuracy and stability of new voice and AI technologies before putting them into production.

How We Solved It

• We created a dedicated test environment and ran repeated tests using realistic call scenarios.
• After integration, we continued monitoring and optimizing the system.

Scope

Solution proposal
Offshore development
Design
High-level design
Implementation
Unit testing
Integration testing
Bug fixes
Release deployment

System Features

Solution proposal
Offshore development
Design
High-level design
Implementation
Unit testing
Integration testing
Bug fixes
Release deployment

Outcome

• The system was deployed safely and on schedule, with operational incidents kept to a minimum.
• The new technologies improved efficiency and scalability and provided a foundation for future features.